About FWD Group
FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.
For more information, please visit www.fwd.com
FWD Vietnam was established in 2016 and is a member of FWD Group. For more information, please visit www.fwd.com.vn
PURPOSE:
The role 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 representative in communication with customers and distribution channels to support claimants/ customers in claim process (specialized in major claim) from submission to decision/ payment.
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;
Co-ordinate 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 communication forms generated from Claims.
Other tasks as assigned by Line Manager.
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;
Pro-active, 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