Insurance Claims and Logbook Management Officer at M-KOPA Solar

Our Mobility team is looking for a Claims and Logbook Management Officer who will play a pivotal role in managing logbooks, processing insurance claims, and delivering exceptional customer support. In this role, you will ensure the smooth operation of mobility aftersales processes while helping us maintain our high standards of customer satisfaction. Internally the role is titled Customer Care Representative.
Your day-to-day will include:

• Logbook Management: Ensuring logbooks are accurately logged in our database, coordinating with relevant authorities and external parties to verify and transfer logbook information, and ensuring timely acceptance.
• Insurance and Claims Processing: Reviewing, verifying, and processing customer insurance claims, communicating with insurance companies and agents to resolve disputes, and ensuring compliance with company policies and industry regulations. You will also maintain accurate records of claims and monitor the claims process for efficiency.
• Customer Support and Resolution: Resolving customer complaints related to claims and other insurance services, providing clear explanations to customers regarding claim denials or policy exclusions, and following up on personal accident covers with providers.
• Data Management and Reporting: Generating reports to analyze claims data, identifying trends, and proposing potential process improvements. Your keen insight will help shape our backend operations.
• Support Backend Operations: Assisting with projects related to driving school adherence, supporting sales with onboarding when necessary, and ensuring backend operations run smoothly.

What you’ll bring:

• Exceptional customer service skills: You will resolve customer issues efficiently and provide clear communication, ensuring all interactions are recorded and documented properly.
• Attention to detail: You will maintain accurate records of logbooks, claims, and customer interactions, making sure processes comply with industry regulations.
• Problem-solving mindset: You will identify inefficiencies, propose improvements, and assist in customer surveys to provide insights for process enhancements.