One Arrow Consulting Vietnam

Claim responsibilities:
- Manage overall claim process and monitor all incoming Claim documents with strict adherence to agreed timeline
- Analyze the claim and decide whether it is covered by the policy
- Analyze and review claims for accuracy, completeness and eligibility
- Prepares and maintains reports and records for processing and summarizing on deadline.
- Maintain quality of Claim Services by ensuring that all inquiries and payments are resolved quickly
- Work closely with partners to ensure Claim process to agreed SOP
- Ensure quality management of claims in accordance with best practices
- Develop and manage multi-taskings and ensure delivery of timely, high quality customer service.
Customer Service responsibilities:
- Working closely with tech team/partnership to develop products and solve issues.
- Manage the communications via matrix channels: incoming/outing call, email
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive
communication
- Handle customer complaints, provide appropriate solutions and alternatives within the time
limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
Other duties from Operations Manager