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.
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FWD Vietnam was established in 2016 and is a member of FWD Group.For more information, please visit
PURPOSE
- Directly manage & handle assigned claims, ensure claims to be handled properly and effectively in line with T&C and procedures
- Support Claim Assessor Manager in assessment quality, meet performance of assessment Team
- In charge of contact point with claim TPA in co-ordinator, quality & service management
- Contribute to claims customer service
KEY ACCOUNTAIBILITIES
- Review, analysis and make decision on claim within own authority with productivity/ efficiency in targets
- Meet the quality benchmark in claim decision based on quality score, error rate and different decision percentage
- Support Claim Assessor Manager on setting up practices, procedural manuals to guide the Team in daily operations to bring good experiences to customer on claim services
- In charge of contact point to deliver & receive notice, information, update, discussion with claim TPA in charge of TPA quality & service assessment management & improvement
- Contribute to build up and improve Claims workflow to help daily operation of faster, more accurate and convenient
- Handle claim complaints effectively in line with company guidelines and give customer satisfaction
- Incorporate with Sales Force to educate, support for sales process along with relevant stakeholders.
- Execute UAT (User Acceptance Testing) to verify claims system performance
- Review and contribute opinions on new products.
- Other tasks as assigned.
QUALIFICATIONS / EXPERIENCE
- University Graduate
- Economics, Finance or Medical University is preferable
- LOMA certificate is preferable
- 2 - 3-year experience in claims field at life insurance company is preferable
KNOWLEDGE & TECHNICAL SKILLS
- Good command of English and Vietnamese
- Experienced in claims 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
