Claims Distribution Specialist

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Overview

The Distribution Claims Specialist is responsible for processing customer stock and delivery claims accurately and within agreed timelines, while supporting day-to-day stakeholder coordination across the claims process.

The role works closely with Sales, Warehousing, and other relevant stakeholders to ensure claims are handled effectively, issues are managed promptly, and strong service levels are maintained.

The role plays an important part in delivering reliable execution and effective support across distribution claims handling.

Assist customers via calls as the major support channel (channels may also vary depending on the program and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization’s and client's SOPs thereby ensuring customer satisfaction 

Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.

Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Execute transactions as per the prescribed timelines.

Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization’s and client's SOPs thereby ensuring customer satisfaction 

Performs research or due diligence to resolve issues, educate clients, and promote client’s products and services; identify and offer new opportunities and solutions to meet customer needs as appropriate.

Meet program specific KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) to ensure client satisfaction as part of employee performance evaluation

Adhere to program specific processes, policies & procedures

Perform assigned tasks and ad-hocs based on business need

Responsibilities

Requirements

Diploma, bachelor’s degree, or 1st year college completed

Relevant training in claims management, customer operations, or business administration desirable.

3+ years’ experience in claims management, customer service, order management, or related operational roles.

Experience working with stakeholders in a process-driven environment preferred.

Experience in shared services, GBS, or delivery centre environments is an advantage.

Basic understanding of stock and delivery claims handling processes.

Strong attention to detail and processing accuracy.

Ability to work within SOPs, controls, and defined service levels.

Working knowledge of ERP or order entry systems desirable.

Good communication and issue coordination capability.

Clear and professional communication

Strong service mindset and stakeholder responsiveness

High level of accuracy and process discipline

Practical problem-solving approach

Ability to keep communication simple and easy to act on

Accountability and reliability in day-to-day delivery

Good teamwork and collaboration skills

With no issues and concerns reporting onsite 100%. Candidates who live nearby our offices will have better advantages

With no issues and concerns working on day shifts, shifting schedules and split offs as necessary, working on holidays and weekends

Additional: We would gladly accept all applications, but we DO NOT offer any roles for a permanent Work-From-Home setup, hybrid work setup, fixed dayshift schedules, fixed working schedules, fixed weekends off or pure non-voice. If any of the outlined instances may happen, this is based on internal business decision with certain requirements.

Our office is located at Our office is located at 19F BGC Corporate Centre, 11th Avenue cor. 30th Street Fort Bonifacio, Taguig City, Philippines

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines