Key Accountabilities

Manage the Claims team and make sure the Claims team to finish all assignments including:

Daily tasks:

• Claims cases are settled correctly and timely.
• Investigating doubtful claims is carried out seriously and effectively
• Communicating necessary information to customers and salesperson (SMS, letters, etc) is adequate and proper.
• Payment is processed fast and exactly.
• All claim requests are followed up closely and there is no pending case without any reason.
• Complaints cases are handled fast and effectively.
• Meet committed turn around time and human errors.
• Improve staffs’ productivity.
• Build and maintain the good relationship with hospitals, staff in other insurance companies and other teams/ departments in HLV.

Abused or fraudulent claim cases:

• Detect abused or fraudulent cases and have suitable actions to handle the cases.
• Co-ordinate with relevant teams to solve the issue and prevent it from happening.

System enhancement:

• Enhance system to increase online submission and auto process.
• Change system to improve team productivity and accuracy
• People development and strong team building: Train staff regularly about knowledge, skills and etc.
• Effectively delegate tasks or activities to Team members.
• Maintain professional office environment by ensuring staff’s compliance with company policies (labor regulations, office rules, dress policies, etc.)
• Lead in a pleasant, professional demeanor, treat coworker with courtesy and respect, act in a trustworthy manner.
• Acknowledge and reward the outstanding performance or contribution of staff.

Job Requirements:

Qualification

• University graduate.
• 5 years of experience in life insurance

Knowledge & Experience

• Capable to establish good contact with relevant authorities and organization, in particular insurance investigators.
• Strong in people and process management.
• Good insurance knowledge.
• Good English communication.
• Excellent verbal/written communication and interpersonal skills.
• Ability to contribute to a productive work environment: positive attitude, team-oriented, customer-oriented.
• Proficient in MS Office. Master other advances technology preferred.
• Time management skills and organizational ability for project management.
• Autonomy
• Problem Solving

Working Relationships

• Maintaining a clear reporting line with direct Manager.
• Being able to build strong relationships with staff at all levels within the Company and sales force.
• Must be able to maintain a good helpful relationship with claimants, and diplomatically deal with difficult claims ensuring the maintenance of the company‘s reputation.

• Must be able to communicate clearly and maintain strong relationship with direct manager (Operations Manager), other staff in the Operations and Finance Divisions, the sales force and external customers.
• Must be able to develop good relationships with relevant bodies.

Position Challenges

• To ensure that all claims are handled within agreed service standards.
• To ensure that clear and timely communication is made to the sales force in relation to claims handling and payments.
• Ensuring as a manager in creating a customer-oriented culture. Make sure the work done in the department is customer-focused.
• Actively seek ways to make continuous improvements to work processes.
• Dealing sensitively with contentious situations, unanticipated situations which may exceed staff problem solving ability and which may caused by inexperience or unprofessionalism.
• Adapting changes in the Division based on developed work skills.
• Develop staff to adapt changes in the Division.
• Ensure the employees, resources and process work together effectively and efficiently in order to provide exceptional customer services and to achieve the Team goals.
• Evening, weekend and call-in work may be required to meet deadlines and ensure services standards.

Benefits:

• Competitive salary (100% salary during probation).
• Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
• Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
• Provide an advanced Health Medical pre-check-up from the 1st week of your probation.
• Gifts for new comers and on special occasions
• Modern facilities in the spacious office 
• 20 Annual leaves