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Claims Care Manager

2 weeks ago

Ho Chi Minh City, Vietnam Prudential plc Full time

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

Job Responsibilities
- Manage Claim declination hotline number: Handle all queries, questions from customers who got declined claims calling to the hotline to understand more. Explain in an empathetical, easy to understand way for customers on our claim declination. Show care to customers and empowered to offer supports / solutions where appropriate.
- Manage all Claim frontline activities via multiple communications channels:
- Claim queries- Update the process of claims queries to related departments and stakeholders
- Support activity of Complaint Handling: Complaints involving Claims decisions, social media complaints, working closely with Assessors and departmental representatives to provide information accurate information
- Representing Claims in training / workshops for agents and customers

Job Requirements

Qualifications:
Graduated from medical university

Knowledge and skill

Good communications and customer service skill

Fluency in English

Knowledge of Insurance & Medical

Competencies

Customer centricity - Foundation level

Execution Excellence - Foundation level

Working together - Intermediate level

Experiences

More than 5 years working experience in Insurance or Healthcare