Policy Service Officer

8 hours ago

Việt Nam, Vietnam Manulife Full time

Policy Service Department is in charge of delivering services to customers throughout the policy’s life cycle from the policy issuance till the maturity date. The main tasks include making premium collection, receiving and scanning all documents/request forms from customers to the Company core life system, performing all change transactions of various types as well as paying out premium refund and policy disbursement to customers.
- Upload premium collection transaction from bank statements and allocate to policy in CAS system.
- Reconciles daily premium transactions of all collection channel (VTB/VCB/BIDV), change policy status accordingly for Lapsed/APL Premium holiday policies and send manual SMS to notify customers.
- Compose “Premium acknowledgement” letter to send to customers as requested.
- Be challenging in responding queries via PS mailbox and handling complaint cases regarding to suspense clearing and premium refund to get customer’s satisfaction at final.
- Take another additional tasks as assigned by Team leader and Manager.

**Responsibilities**:

- Liaises with other departments (FD, CS, Marketing) to handle customer’ special feed backs/requests relating to Premium collection.
- Attain decision making and problem solving in complicated scenarios and contexts regarding customer complaint to get exceptional approval to final the issues.
- Report directly to Team leader of Collection and Payment/Refund team and Head of Policy Service

**Knowledge/Skills/Competencies/Education**:

- University degree
- At least 3 years' experience in operation department of life insurance company; preferably having experience in policy servicing.
- Negotiating and team working skills
- Good communication & relationship skills with internal and external people

**About Manulife and John Hancock**

**Manulife is an Equal Opportunity Employer**

**Working Arrangement**

Hybrid

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