Account Handler In Macao

We are seeking a talented individual to join our MMB team at Mercer. This role will be based in Macao. This is a hybrid role that has a requirement of working at least three days a week in the office.

We will count on you to:

Responsible for a mix account management and customer service, these roles provide quality advice and service to clients on their insurance products. An Account Handler is an individual contributor, providing claim and administrative support in help desk and Macao office.

• Provide administration and claims services independently in the help desk at major clients’ offices in accordance with our professional standards.
• Strengthen and maintain relationships with HR of clients, insured members and insurers to provide best in class service and escalate concerns to direct manager or client team, as appropriate.
• Coordinate and follow up with clients and all relevant parties for outstanding information relating to insured member records and claims-related documents.
• Handle general enquires or disputes that arise in the help desk, act as administrative liaison between the client and all relevant parties.
• Collect and prescreen medical claim documents to ensure that there is sufficient information for insurer to process the claims.
• Review and report the member movement records to insurers and follow up the medical cards, dental cards, benefit leaflets with the insurers;
• Notify and dispatch the medical cards, dental cards, explanation of benefits and charge back letters to insured members.
• Prepare and maintain proper records of the administration and claims documents received and dispatched in the help desk.
• Assist in conducting roadshow for the voluntary top up products at major clients’ offices, if any.
• Coordinate with the clients and all relevant parties for issuing Letter of Guarantee upon receiving the request from HR of the clients.
• Provide administration support to account manager pertaining to client insurance programs.
• Respond directly to simple and moderately difficult client questions and requests, and solicit assistance from Account Manager as needed.
• Be flexible to work at different help desks at clients’ offices to cover for teammates during their absences.
  
  

What you need to have:

• University degree in a related discipline or other relevant qualifications.
• 1+ year of experience in administration, preferably from a client servicing industry.
• Strong track record in client and vendor management.
• Self-initiative and curiosity in insurance/ health sector. Self-motivated to seek out knowledge, test ideas and ways to contribute to the team.
• Ability to build relationships by communicating, influencing and negotiating effectively with team members.
• Strong language skills in English and Cantonese. Mandarin would be a plus.
  
  

What makes you stand out:

• Strong communication and problem solving skills.
• Strong client and project management experience from the servicing sector in Macau.
• A team player with a collaborative approach.
• To build helpful, positive, professional and passion character and image.
  
  

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
  
  

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $24 billion and more than 90,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

R_337676

---