ARBITRATION ASSOCIATE

About the role

Generally responsible for reviewing client claims, determining allowable benefits, and escalate disputes to Arbitration unit to ensure smooth claims process and customer satisfaction.

Key responsibilities

• Facilitate communication between disputants to guide parties toward mutual agreement
• Clarify issues, concerns, needs, and interests of all parties involved
• Conduct initial meetings with disputants to outline claims process
• Interview claimants, branch staffs, regional QC or witnesses to obtain information about disputed issues
• Handle complaints about abnormal shipments within the company, including lost, damaged, delayed and other express shipments
• Handle complaints and grievances between outlets
• Summarise and analyse the Arbitration Department's statements
• Communicate with the Regions to identify the responsible unit of the filed cases
• Handle customer complaints (loss, damage, delay)
• Settle procedural matters such as fees, or determine details such as witness numbers or time requirements

About you

• Bachelor's Degree in Business Studies, Business Administration or any related business course
• At least 1 year relevant work experience in Claims and Arbitration or similar field preferred
• Excellent written and verbal communication skills
• Good interpersonal skills and sense of customer service
• Ability to handle multiple projects simultaneously and work under pressure
• Strong organisation and project management skills
• Proficient in Microsoft Office and relevant software