The posting
Ready to run the queue and improve it too?
Hi! We're Smartsourcing, and we're hiring a full-time, onsite CRM Claims Process Administrator. You'll keep a shared claims queue accurate and on time, and leave every process in better shape than you found it.
Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu
About the Role
You'll work behind the scenes in Zoho CRM for a team of account relationship managers. You'll log claim submissions, match carrier acknowledgments, approvals, and declinations to the right claim record, and code declination reasons to a standard taxonomy. The role has two equally weighted halves: running the queue to SLA, and documenting and standardizing the processes so they can be automated. You record outcomes rather than own them, so the account relationship manager stays the sole owner of carrier and client relationships. Anything unmatched, ambiguous, contested, or high value gets escalated promptly. That is expected behavior here, not an exception.
Key Responsibilities
Claim Submission Administration
- Log claim submissions in Zoho CRM accurately and within SLA.
- Verify required fields and supporting documentation are complete before a submission is marked.
- Return submissions blocked by missing or inconsistent information to the assigned relationship manager, stating what is missing.
- Maintain submission records so each claim's filing history can be reconstructed from the record alone.
Carrier Correspondence Capture
- Monitor the shared correspondence inbox through the shift.
- Attribute acknowledgment, approval, and declination correspondence to the correct claim record and update the claim status.
- Escalate unmatched, duplicate, or ambiguous correspondence rather than attributing it by inference.
- Notify the account relationship manager when an approval is recorded.
Declination Administration
- Capture carrier declinations against the correct claim record.
- Code each declination reason using the standard reason taxonomy and route the record to the correct next step.
- Escalate declinations with an unclear reason code, or that are contested, complex, or high value.
Queue Management & Reporting
- Maintain a daily queue log covering volume received, volume completed, time spent by function, and aging.
- Report SLA performance, error rate, and queue health weekly.
- Work down the existing backlog, prioritizing straightforward records.
- Raise sustained backlog or volume spikes early rather than absorbing them silently.
Process Documentation & Standardization
- Document each process as performed, including exception cases, to a standard a new joiner could follow unaided.
- Maintain documentation as a controlled document as processes change.
- Identify variation in how different relationship managers handle the same task and propose a single standard method with rationale.
Automation Readiness & Process Improvement
- Identify which process steps are rules-based and automatable versus those requiring human judgment.
- Maintain a ranked register of automation candidates, based on hours consumed and error frequency.
- Recommend improvements to CRM stages, fields, templates, and data capture that reduce manual handling.
- Raise data-quality problems at source rather than correcting them repeatedly downstream.
- Support and validate the automation build against the documented process.
Artificial Intelligence (AI) Readiness and Digital Enablement
- Maintain baseline AI literacy and use approved AI tools responsibly, in line with company policies, data privacy, information security, and client confidentiality obligations.
- Apply sound judgment by validating outputs and avoiding overreliance, ensuring accuracy and accountability in all work delivered.
- Participate in AI readiness trainings and proactively identify opportunities for process improvement through automation and responsible AI integration.
What You'll Need to Succeed
Experience
- 2-3 years of experience in a process-driven administrative or shared-services role, with demonstrated accuracy on high-volume, detail-heavy work
- Exposure to the logistics or transportation industry
- A documented instance of improving or standardizing a process, not only executing one
- Experience in accounts receivable or a claims environment advantageous
- BPO background and experience as an early member of a newly established function advantageous
Skills & Behaviours
- Clear written English, as escalations are made in writing to onshore colleagues
- Sound judgment about when to escalate rather than improvise
- Comfortable with daily volume that varies substantially
- Experience authoring process documentation or SOPs preferred
Education & Certifications
- Diploma, college-level qualification, or bachelor's degree in Business Administration, Logistics, Supply Chain, Accounting, or a related field preferred
- Lean, Six Sigma, or equivalent continuous improvement training advantageous
Tools
- Working competence in a CRM or case management system (Zoho, Salesforce, ServiceNow, or similar) and Microsoft tools, required
- Zoho CRM experience preferred
- Exposure to workflow automation, RPA, or rules configuration advantageous
Benefits
Step Into the Smartsourcing Experience
Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.
Why You'll Love Working Here
At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:
- 5-day Christmas Leave (unwrap real time off)
- Healthcare from Day 1 for you and your family (because healthcare matters)
- Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
- Night shift differential for evening schedules
- Subsidized gym membership and sports wellness clubs
- Smartsourcing Exclusives (deals made just for you)
- Themed BFFs, monthly knockoffs, summer parties
- Community give-back programs and personal development workshops
We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.
Bring your accuracy, your judgment, and your eye for improvement. Apply now.
