Prudential’s purpose

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Purpose

This role is to ensure that the claim case was processed met to standard TAT. Support Customer Service, Call Center & Sales channels to handle claim issue. Contact closely with IT, Actuary, Product…to set up automation tool on claim system.

Xử lí kết quả yêu cầu bồi thường bảo hiểm của Khách hàng nhanh chóng, chính xác.
Kết hợp cùng các đồng nghiệp và phòng ban liên quan để cung cấp dịch vụ bồi thường bảo hiểm hoàn hảo.
Cùng IT và các phòng ban liên quan xây dựng hệ thống giúp tự động hóa các nghiệp vụ và tăng trải nghiệm Khách hàng.

Job Responsibilities

Scope 1: Manage all frontline activity

Via email Claims Frontline (thông qua E-mail address
claims.frontline@prudential.com.vn
)
Call/ Chat on Teams (via call/ chat on Microsoft Teams)

Scope of the content related to

Claim querry – Giải đáp thắc mắc về tiến trình bồi thường
Update the process of processing claims to relevant departments – Cập nhật tiến trình xử lí các yêu cầu bồi thường đến các phòng ban liên quan
Complaint handling – Complaints involving Claims decisions, social media complaints: handled by Medical Service Senior Specialist (4A), working closely with Assessors and departmental representatives to provide accurate information, support Complaint Handling related issues.

Scope 2: Approval claim case

Approval authority limit within own authority with Productivity/Efficiency in targets – Thực hiện phê duyệt các hồ sơ bồi thường trong hạn mức cho phép với các chỉ tiêu về hiệu quả/năng suất làm việc trong mục tiêu làm việc hàng năm.
Complete the process to close the case by completing the steps of drafting the letter and payment values – hoàn tất quy trình thanh toán của hồ sơ: soạn thảo thư báo và đảm bảo các giá trị chi trả.

Scope 3: Handling transactions related to payments from Claims

Ensure payment is correct and in full amount; remaining amounts outside the payment scope need to be checked and handled promptly.

Scope 4: Other tasks, ad‑hoc task, urgent task when assigned from manager or higher

Willing to join the company's project with roles such as tester (Tester), Claims representative (Coordinator), claim (Requester).
Training & sharing claim knowledge for new staff or other department (if yes).

Job Accountability

Ensure the claim are processed quickly & accurately to avoid backlogs or long pending. Provide the best service to customer. Digitalize & automation process in order to reduce workload, shorten TAT.
Provide the best service to external customer through internal customers, by closely coordinating with the processes of related departments and always being customer‑centric.

Performance Measurement

KPIs of projects
Objective setting/management
Effectiveness of deliverable items, claim decision based on ratio of complaint handling, quality result
Feedback of stakeholders about the way of working, collaboration

Job Requirements

Qualifications

Graduated from university of Economics/ Finance & Accounting/ Information Technology (Tốt nghiệp đại học Kinh tế hoặc Tài chính Kế toán hoặc Công nghệ thông tin).

Knowledge and skill

MS Office: Excel, Word, Power Point (Thông thạo phần mềm văn phòng).
Fluency in English: at least reading & writing skill (Anh văn lưu loát).
Having knowledge of Insurance/ Law/ Medical is an advantage (Ưu tiên có kiến thức về bảo hiểm/ Luật/ Y khoa).

Competencies

Customer centricity – Foundation level (Đặt khách hàng là trọng tâm).
Execution Excellence – Foundation level (Thực hiện công việc xuất sắc).
Working together – Intermediate level (Làm việc đội nhóm).

Experiences

More than 3 years working experience in Insurance.
More than 3 years working experience in Claims Department.

Core Values

Our Customer is our Compass/Khách hàng là kim chỉ nam của chúng ta.
We Pursue Our Entrepreneurial Spirit/Chúng ta theo đuổi tinh thần làm chủ.
We Succeed Together/Chúng ta thành công cùng nhau.
We Respect and Care for One Another/Chúng ta tôn trọng và quan tâm đến nhau.
We Deliver on Our Commitments/Chúng ta thực hiện đúng cam kết của mình.

Equal Opportunity Statement

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed‑term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third‑party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

Claims Service Senior Specialist

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