日本と海外をつなぐクラウドソーシング

AIG Vietnam Insurance Company Limited

Customer Services Representative

2015/05～ 2017/12

1. Handling inbound calls and emails from customers (mainly to advise about claims procedure, claims processing status, claim documents, policy coverage, recording notice of loss, general information.
2. Work closely with Claims Department and other Department to feedback customer within SLA
3. Back up for Telesales in the peak season (receive request to buy Travel Insurance from customer via phone calls, website and emails, advise policy coverage, quote fee, issue policy etc)
4. Responsible for processing Travel Insurance for Direct Client refer from Broker
5. Customer experience survey: make outbound calls to survey customer’s experience and satisfactory with claim procedure and result.
6. Make Outbound Calls to welcome new customer according to monthly production data.

AIG Vietnam Insurance Company Ltd.

Policy Admin - Consumer Operation

2012/11～ 2015/05

1. Responsible for issuing policy and endorsement for Consumer Line Products (Travel Insurance, Global Health, Personal Accident Insurance, ect) following timeline of every product to maintain the productivity of Operation Team
2. Review the application form and request for endorsement from Agency Admin, Broker, Travel Agent and Sales Executive to issue the policies and endorsements accurately
3. Receive retention data monthly from manager to prepare and send Renewal Invitation Letter to Agency, Broker and Direct Client.
4. Support Sales to quote fee of Travel Insurance for Direct Client, Broker and Travel Agents
5. Filing documents timely and accurately
6. Manage promotion gifts for all sales channel

AIG Shared Services (M) Sdn Bhd

Travel Assistance Coordinator

2018/01～

• Assists customers in analysing and refining their queries in order to accurately fulfil assistance and express claims requests.
• Utilizes appropriate resources to provide medical referrals as requested by customers.
• Oversees and coordinates casework regarding travel emergencies related to an insured’s medical condition
• Performs independent reviews of policy benefits and approves expenses for assistance cases based on interpretation of terms and condition of policies
• Make the appropriate arrangements for either emergency remote medical treatment, or medical evacuation by either special airlift or by assisted commercial flight. Request quotes and selects providers based on independent judgment of case requirements
• Provides customer service support for insured travellers regarding such issues as: policy benefits, verification of coverage, claim information.
• Monitor patient status and make regular reports to traveling companions and/family members.
• Document all case handling to ensure that case is complete and properly documented.
• Telephone translation/interpretation.
• Foreign language document review and translation
• Receives in-bound and transmits out-bound faxes and emails.
• Answers telephones and appropriately directs to appropriate parties.
• Initiates out-bound telephone calls.
• Search and add new service providers to the database, cooperate actively in the search of medical service providers, cooperate with training and tutoring new employees and assisting in any aspect of the operation requiring resolution.
• Investigation claims handling and settlement techniques that achieve cost effective and timely closure results by obtaining, reviewing and analyzing documentation, policy provisions and other records. Contact with other parties (i.e. employer, claimants, third parties such as medical providers, auto repair centers, etc.) as deemed necessary.]
• Providing timely service throughout the life of the claim by meeting all service level agreements, initiating timely contact to all appropriate parties, and responding to incoming inquires according to company policy and procedures
• Maintaining accurate system data and documentation by collecting, recording, analyzing, and summarizing information
• Determining and timely sets appropriate reserves within authority level
• Identifying subrogation opportunities and fraud potential and make appropriate referrals