Job Description

Role Purpose:
Operations Officer will provide support to all business units including tasks related to Policy Administration, handling of Operational Systems and Client servicing and Customer Service Centre from an operational standpoint while:
• Ensure Chubb’s SLA to best serve our customers.
• Follow Chubb’s guidelines/ SOP for internal processes.
Operations Officer will liaise with all functions of Chubb business in Vietnam to ensure project deliverables are met. The role will include contributing to process development, quality assurance of service output.

Key Responsibilities:
1 POLICY ADMINISTRATION AND BUSINESS SUPPORT:
• Working closely with UW and Business team to provide operational and administrative support including policy administration and production premiums booking into Chubb’s internal system when required.
• Carry out tasks necessary to maintain compliance with legal and regulatory standards governing Chubb’s business operations.
• Receive instruction from and assist UW team in preparing full set of policy documents that could include new policy issuance, renewal templates, endorsement and cancellation, etc..
• Prepare and submit internal and external production reports in timely manner as required by the management team.
• Responsible for the process of Billing and Payment support process including reconciling different sources of records to ensure the match of data before providing various premiums collection reports for any payouts to Agencies/Brokers/Business Partners, preparing billing documents (Debit/Credit Notes, SOA) and payment requests (for example marketing fees, commissions, bonus, coinsurance, reinsurance …) within the expected turnaround time.
• Support in company-wide initiatives such as working with UW and Business team when required to test system implementation/enhancement in both UAT and Production environments and other development projects.
• Strictly follow to ensure the adherence to company procedures and policies.
• Take on projects (within the departments or cross departments) to improve processes so as to enhance effectiveness and efficiency.
• Prepare Distribution/Service Contracts/Endorsement if requested for relevant line of business in charge.
• Undertake any other duties as may be assigned by Management team.
2 CUSTOMER SERVICE SUPPORT:
• Responsible for performing daily activities to deliver a comprehensive service to customers and ensuring customer satisfaction at high standards.
• Respond to customer queries in a timely and accurate way via telephone, emails or other means of communication when required.
• Identify customer needs, clarify information and provide feedback and/or solutions/alternatives to ensure customer’s requirements are met and satisfaction is achieved.
• Record all customer interaction (CI) and details of actions into relevant operational system.
• Handle complex customer complaints or enquiries and escalate as required.
• Proactively follow up with customer requests to ensure their complaints or enquiries are resolved.
• Ensure prompt support by phone/emails within expected turnaround time to Agents/Brokers/Business Partners.
3 OTHER: ad-hoc duties, tasks which may be required upon expansion of operational functions and company's business growth, as assigned by Head of Operations/Operations Manager.

Experience:
Minimum 3-year-working experience, preferable in financial service (i.e. general insurance with a background in operations, policy administration and customer service).
Knowledge:
- Background in Insurances, especially General Insurance products and/or Financial Services is preferred but not required.
Skills:
- A good team player with the ability to handle multi-tasks and work independently.
- Good interpersonal and communication skills.
- Proficient in Microsoft Office, with aptitude to learn new software and systems.
- Well-organized, attentive to details and good at problem-solving skills.
- Strong written and verbal communications skills are essential.
Other requirements:
- At ease with numbers and systems yet meticulous with an eye for details.
- Customer-oriented mindset.
- High level of integrity, take accountability of work and always be willing to learn and listen to others.
- Take initiative to improve current state of things and adaptable to embrace new changes.
- Ability to apply job knowledge in flexible and logical way.

Qualifications: University-level degree.
Languages: Effective verbal and written communications in Vietnamese and English.