Assistant Manager, Claims Ambassador

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam FWD Insurance Full time
About FWD Vietnam


FWD Group is a pan-Asian life insurance business with more than 10 million customers across 10 markets, including some of the fastest growing insurance markets in the world.

FWD reached its 10-year anniversary in 2023.

FWD Vietnam was established in 2016 and is a member of FWD Group.

FWD is focused on making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology.

Through this customer-led approach, FWD is committed to changing the way people feel about insurance.

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PURPOSE:

  • The role of claim ambassador aims to deliver the best customer experience to achieve FWD's vision "Changing the way customers feel about insurance". Claim ambassador is Claims Department's reprensentative in communication with customers and distribution channels to support claimants/ customers in claim process (specialized in major claim) from submission to decision/ payment.
  • In the other hand, Claim ambassador has some activities to take care customers such as visiting Life Assured (for special cases) at home to give company's gift or give some advices to customer on treatment methods/ good hospitals.

KEY ACCOUNTABILITIES:

  • Take care customer in major claim case (CI/ Death/ TPD) and support minor case (if needed).
  • Take care of customer on phone (after receiving claim submission).
  • Pending letter:
call out to explain required documents and support.

  • In case of declined or partial approved: call to explain decision.
  • TPD case:
visit customer with gifts, also advise treatment method/ hospital.

  • Handle claim inquiries/ complaints effectively in line with company guidelines and give customer satisfaction;
  • Coordinate across departments in case of customer experience/ distribution channel issues;
  • Follow up resolve complicated complaining cases;
  • Contribute to build up and improve Claims systems to help daily operation of faster, more accurate and convenient;
  • Representative of Claims to communicate with Distribution channels.
  • Collaborate with TPA to handle all issues relating to customers and distribution channels arising from minor claim. Support to follow up TPA's quality;
  • Review and revise all coummunication forms generated from Claims.

KEY PERFORMANCE INDICATORS

  • Contribute to achieve Claims Department's KPI (especially for Customer experience and Distribution experienrce, shortentning TAT, decreasing pending ratio);
  • Be able to provide clear communication to customers through claim process from claim submission to claim decision/ payment;
  • To be a contact point of Claims Department in all communication with customers/ distribution channels;
  • Follow up resolve complicated complaining cases;
  • Ensure deadline and efficiency in some Claims's projects.
QUALIFICATIONS / EXPERIENCE

  • University Graduate in Economics, Finance or Medical University is preferable;
  • LOMA certificate is preferable;
  • 5 years experience in claims field at life insurance company is preferable.
KNOWLEDGE & TECHNICAL SKILLS

  • Good command of English and Vietnamese;
  • Experienced in claim assessment or knowledge of insurance would be great advantage;
  • Effective interpersonal skills and good teamwork spirit.
  • Customer Service Mindset;
  • Well organized and good time management;
  • Proactive, innovative, integrity, meticulous and diligent;
  • Strong manner of carefulness, responsibilities, problem solving, decision making, management under high pressure and upon challenges;
  • Able to work under high pressures


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