Assist the Manager/Deputy Manager Customer Service and Policy Admin to deliver the best life and health insurance customer service experience in Vietnam, measured in NPS, service quality and operational efficiency
2: Key Responsibilities
Assist the Manager/Deputy Manager Customer Service and Policy Admin with the development and implementation of a strategy CS&PA with the overall objective of improving customer satisfaction, operational efficiency and quality of service, encompassing investment / improvements in people, processes and technology.
Policy changes – design, develop and maintain/manage processes and tools for customers to update their personal details and request policy changes, same for sales to update / change policy servicing sales person and other data, drive towards high degree of automation/STP and customer self-service (e.g. customer portal, sales support portal, chatbot, etc.), manage vendors and service providers (e.g. postal service providers) as may be necessary
End-to-end responsibility for all customer payments and collections, premium application, invoice management and reconciliations, refunds and suspense account management; development, monitoring and (in collaboration with IT and vendors) maintenance of payment channels, manage vendors and service providers (e.g. MB, ViettelPay, VNPay, etc.)
Ensure customer, policy and payment data is recorded timely and correctly in the designated applications
Represent CS&PA in new product and new channel development initiatives, collaborating with other Operations teams and MBAL domains on service design and customer journey planning.
Act as the mentor / trainer to provide coaching and support to CS&PA staff to further develop their competence and up-lift their technical knowledge; lead, motivate and develop a team of insurance professionals.
Yêu Cầu Công Việc
Qualification: University degree (Master / PhD) in law, economics, marketing, finance or equivalent
Experience: At least 8 years relevant working experience (in customer service or policy administration in life insurance)
Communication: Takes account for formulation purposes of the needs and interests of the other party and is able to reformulate information in order to be properly understood.
Cooperative attitude: Helps the team achieve its goal, for example by spontaneously extending and/or requesting help.
Customer orientation: Meets customer expressed or unexpressed needs. Strengthens customer relations and undertakes well-considered action to increase satisfaction.
Result orientation: Constantly evaluates the contribution of his/her own activities to the attainment of goals, adapting activities where necessary.
Learning capabilities: Formulates personal learning goals and rapidly learns from other people’s experiences.
Strategic thinking: Shapes action and recommendation on basis of personal analyses and assumptions.
Planning and organization: Draws up plans in order to achieve personal goals or to prevent problems and assesses their progress.
Change orientation: Adapts quickly to changes in his/her work environment and acts as an example for others.
Entrepreneurship: Takes initiatives and contributes actively towards the improvement and/or renewal of the current range within his/her professional area.
Leadership: Encourages cooperation in dialogue with a view to achieving goals. Displays exemplary conduct.
Business process management: Inter-process automation and control maturity level – re-alignment of processes with business strategy, craft process automation and control across the domains, customers and (distribution) partners
Computer skills: PC literate in Microsoft Office (Word, Excel, PowerPoint), project management tools (e.g. MS Project), and process flow chart software (e.g. Visio)