Join Roojai.com

Responsibilities

• Provide claim hotline for all products upon receipt of FNOL by Mobile Application, Webservice, Claim online, e-mail, telephone, fax and customer walk in.
• Monitor new claims from Roojai web service, review and consider to call back and process FNOL accordingly.
• Gather all necessary evident and identify quickly to assign Motor Surveyor or do Desktop Survey
• Identify suspicious situation at FNOL

Job Duties

• Handle first notification of loss (FNOL) from multiple channels mainly Claim online through website, e-mail, Roojai webservice, Mobile Application
• Monitor Web App dispatching, review and consider to call back and process claim accordingly
• Support inbound calls of first notification of loss (FNOL) including fax and customer walk in
• Able to quickly require information, reassure the customer, provide direction, answers to basic claim questions and advise further claim process
• Communicate with customers, updating the customers of the progress of their claims at stage of FNOL
• Enter new claims at FNOL stage in Salesforce and ensure all transactions are posted/released.
• Submit Desktop survey report and follow up Physical survey report from Surveyor to claim handling team within timeline
• Ensure Survey Report are processed, and Survey Fee Invoice are submitted in timeline
• Handle complaints at the first point of contact
• Report to Senior Claim Executive and Claim Executive handling of concerns, compliments from customers and third party with recommended solutions and areas of improvement
• Share work experience and knowledge with colleagues through team meetings
• Actively participate in process improvement sessions, providing constructive feedback and suggestions
• Perform other duties as assigned by Manager with fully supporting

Requirements

• High vocation certificate in Mechanic or University graduate
• Experience in Motor Claim Call Center, Motor Surveyor and Claim Handling is an advantage
• Should have sound knowledge of various motor vehicles, their market values, various repair procedures and costs, recovery procedures
• Strong Knowledge in Motor Insurance
• Good spoken and written communication skills (Good in English communication is an advantage)
• Excellent customer service and negotiation skills
• Ability to analyze information
• Good administrative and computer skills

Responsibilities

The Junior Copywriter is responsible for brainstorming ideas, developing concepts and producing brand specific messaging for print and digital channels with oversight and direction from the Marketing Communication Manager. In this entry-level position, the Junior Copywriter will learn what it means to execute creative work and how to function as a member of a cross-functional team and interact with external parties. Through learning opportunities, and on the job experiences the Junior Copywriter will prepare for a creative career in Financial Services advertising

Job Duties

• Write brand-appropriate, creative pieces in a variety of mediums; both online and offline
• Write effective copy aligned to brand strategy for a variety of audiences
• Incorporate feedback, comments and changes from the senior team and cross-functional partners while adhering to timelines and due dates
• Annotate references for fact checking
• Optimize content for search engines and lead generation; including writing various types of articles on a wide range of topics on an ongoing basis to attract site visitors through search, social media, email subscribers, and other mediums
• Demonstrate understanding of assigned brand guidelines, product types, and competitive landscape
• Present ideas, tactics, and strategies to Marketing Communications Manager and to internal cross-functional teams
• Learn and master all required systems, workflows and processes as indicated by supervisor
• Participate in all Marketing creative team initiatives as appropriate

Qualifications

• Thai Native speaker
• Bachelor’s degree in Communications, Marketing, Journalism, or related field
• Previous experience developing high-quality content is preferred
• Good computer skills and interest in current technology
• Self-motivated, team-oriented, and creative
• High attention to detail with exceptional written and verbal communication skills
• Ability to multitask and manage multiple projects simultaneously using effective problem-solving skills
• Works well under pressure and within tight deadlines in a fast-paced environment
• Portfolio containing work samples is preferred
• Basic understanding of digital communications and media channels preferred
• Proficient in Microsoft Office
• English copywriting skills are a strong advantage

Responsibilities

• Customer satisfaction during and after the claims process
• Cost control of the claim payment (ensuring what is due is paid, but only what is due)
• Maximizing the recovery opportunity against TP

Job Duties

• Comply with Claims Operating Manual in claims reserving, strategy and cost management.
  • Handle all claims and make sure that payment for valid claims is made to the claimant.
  • Communicate with customers, updating the customers of the progress of their claims.
  • Coordinate with the claims call center, surveyor, services providers, Insurer and third party.
  • Review survey report and approve surveyor fee followed the agreed timescales.
  • Coordinate with repairer for invoice, review and approve payment within agreed timescales.
  • Coordinate with Insurer for claim payment and also third party insurer for the loss to complete recovery process.
  • Assigning claim assessor for review and approved repair payment.
  • Identify potential fraud cases

• Propose candidates for expansion of Surveyor Company and inspector company network to be cover all region of Thailand and meet company target.
• Identify and report issues and risks, promptly notify line manager if any potential and actual claims leakage.
• Handle customer complaints, aiming to resolve situations to meet customers’ satisfaction.
• Reporting and handling of concerns, and compliments from customers and third party with recommended solutions and areas of improvement.
• Propose negotiation strategy for large claims
• Participate in Claim Project updated.
• Provide technical claim in-house training to the company.
• Perform other duties as assigned by Manager with fully supporting

Requirements

• Bachelor’s degree or higher
• At least 3 years of claims experience and knowledge in insurance product
• Good spoken and written communication skills (Good in English communication is an advantage)
• Ability to resolve complex and complaints case
• Travel upcountry
• Excellent customer service and negotiation skills
• Accuracy and attention to detail
• Ability to analyze information
• Good administrative and computer skills

Responsibilities

The Web Developer participates in the development of our eCommerce websites, and customer online portal. He works actively with the other team members in building solutions that are efficient, and robust

Job Deuties

• Develop and maintain the company eCommerce websites and customer online portal
  • Provide effort estimations
  • Develop code
  • Perform unit tests
  • Help in the system deployment activities
  • Review and address issues raised during testing
  • Work closely with the project and testing team
  • Keep abreast with new solutions and technologies available on the market

 Production support

• • Help address production issues
  • Provide technical support

 Ensure that coding is of high quality

• • Follow coding principles and best practices
  • Ensure that the technical documentation is appropriate and kept up-to date
  • Implement solutions that are easy to maintain, resilient, scalable (in term of work load and functions), and fast

Requirements

• Bachelor of Master’s Degree in Web Design, User Interactive Design, IT or related fields
• Domain of expertise: Java EE, HTML 5, CSS/CSS3, JavaScript, SQL
• Frameworks: Bootsrap 4, jQuery, Vue.js, Node.js
• Some experience with Apache Cordova would be a plus
• At least 3 years of experience working on a responsive eCommerce website

• Good design sense
• Fast learner, team player

Responsibilities

The Business Analyst has a deep understanding of the business needs, processes in place, and challenges faced. He/she comes-up with solutions that are efficient, gather and document business requirements, and ensures that the end delivery meets the business expectations.

Job Duties

• Gather and document business requirements (across all IT applications)
• Come-up with solutions that are efficient and pragmatic
• Brief and guide the development and testing team about the scope of work
• Review the technical solution documents
• Review the test matrix, and ensure that there is no gap in understanding
• Facilitate the communication between developers and testers so that issues get fixed quickly
• Keep business involved and updated throughout the course of the project
• Prepare training manual
• Conduct end user training
• Get production issues quickly attended to
• Log change requests and defects and help in the prioritization
• Help define release scope
• Ensure good communication between business and IT
• Help manage external vendors
• Keep abreast with new solutions and features introduced by Salesforce and other vendors

Requirements

• Minimum 7 years of experience in the insurance industry
• Some experience with Salesforce would be a big advantage
• Fluent in Thai and English
• Good interpersonal skills
• Pragmatic and self-driven

Responsibilities

• To manage relationships with all external providers to ensure high customer satisfaction levels and cost control
• External providers include: garages; dealer workshops; windscreen repair centers; surveyors; loss adjusters; towing companies; claim hotline outsourcing; roadside assistance outsourcing; car inspection companies

Job Duties

• Create and maintain documents detailing Service Standard Requirements (SSRs) for providers
• Carry out Quality Assessment and report any providers who are not meeting SSRs to Senior SQC Executives
• Collate information on any customer complaints relating to external providers
• Support Senior SQC Executive by assisting with other duties when requested

Requirements

• Bachelor’s degree or higher
• Fluent in English & Thai
• Willing and able to travel around Thailand
• Good administrative and computer skills
• Accuracy and attention to detail
• Relevant insurance certificate is an advantage
• At least 2 years of non-life claims experience

Job Duties

• Serves as a Supervisor for the Customer Care Team. Establishes and communicates sales, service, quality and productivity goals and action plans to individual members; ensures that all team members work with a focused direction to provide excellent performances.
• Leads, coaches, develops, supports, and motivates all team members to achieve service and operational goals.
• Participate in the recruitment process, lead and motivate the team.
• Monitor campaigns, promotions and events to ensure better customer management.
• Demonstrates and explains effective sales and service techniques to team.
• Handles special requests and unique customer situations promptly and effectively.
• Communicates sales and service initiatives and expectations to team members.
• Review staffing schedules on a daily basis to ensure effective scheduling.
• Observes and monitors team performance throughout the day to ensure that sales & service standards achieved.
• Ensure customer compliments/complaints, tracking/resolution and analysis process is in place so that it will be managed promptly and effectively within 24 hours.
• Do call evaluation to ensure quality of calls made and managed, information given is correct, accurate and regulatory compliance.
• Identifies high potential team members and promotes their development and advancement
• Ensures that all Service Experts receive their monthly coaching and performance appraisal (half-yearly) on time.
• Work closely with Trainer to provide supports to in-house training courses and on-the-job training for Service Experts as needed.
• To support & implement any ad-hoc business projects as instructed by Line Manager

Requirement

• Bachelor degree in business administration or related field
• Minimum of 3 years’ experience in a highly customer sales and service driven contact centre environment
• Thai Nationality is preferable with  good English skill (spoken & written)
• Prior experiences in Auto Insurance with Non-life broker license, especially the role of Contact Centre Management will be advantaged
• Analytical and conceptual thinking – using logic and reason, creative and strategic
• Ability to work in a fast-paced, deadline driven, cross-functional team, Customer Focus, Team Player, Creativity, Time Management, Strong Reporting & Analytical Skills and supervisory skills
• Customer and service-oriented, patient and strong perseverance, and work well under stress. You must be a team player and possess excellent communication, interpersonal, organizational and supervisory skills.

Job Duties

• Comply with Claims Operating Manual in claims reserving, strategy and cost management.
• Survey of accident cars at the accident place and follow up case within defined service standards of Claims Operating Manual.
• Investigation of Theft Claim, or any Suspicious Claims

• Verifying details with witnesses and insurance policy holders

• Provide expected repair costs including recovery claims for accurate reserving.

• Liaising with a range of professionals including the police, doctor, solicitors and loss adjusters
• Negotiating settlements with claimants or lawyers
• Proceeding Bail Bond
• Finalize motor surveyor report and submit to the claims handler with photographs within one working day.
• Proceeding vehicle inspection as assigned by Car Inspection Team
• Support recovery team if request

• To ensure best of class service quality, processes, system and procedures whilst dealing with the customers, dealers, garage, claim call center agents, claim handlers, third party including the police, doctor, solicitors and loss adjusters
• Perform other duties as assigned by Claims Manager

Requirements

• High vocation certificate in Mechanic or University graduate
• Experience in Motor Claim Surveyor and Automobile repair is an advantage
• Should have sound knowledge of various motor vehicles, their market values, various repair procedures and costs, recovery procedures
• Good spoken and written communication skills (Good in English communication is an advantage)
• Excellent customer service and negotiation skills
• Ability to analyze information
• Good administrative and computer skills

Responsibilities

Provide high quality training in all aspects of the Call Centre Operations to maximize: High Quality, Operation Efficiency, Customer satisfaction, Retention and Sales Conversion.

Job Duties

• Develop programme material as required and deliver training initiatives to meet business needs in the areas of Behavioural Management, Systems Knowledge and Product Knowledge.
• Regularly review training material to ensure it remains current and aligned with business needs.
• Work closely with key stakeholders (including Service Experts and Customers) to keep abreast of all current policies and procedures, and ensure any changes in current practices are incorporated into current training material
• Regularly listen in to calls to understand the Customer Experience and identify gaps
• Prepare, distribute and facilitate individual assessments to participants for training sessions and collect feedback to compile results
• Continuously conduct training needs assessment to identify training gaps and arrange for relevant training
• Forecast training roadmap for work year and maintain training schedule for team members
• Conduct general training administration including; attendance records, assessment reports (Individual & Team)
• Actively participate in process improvement sessions, providing constructive feedback and suggestions.
• Do call evaluation to ensure quality of calls made and managed, information given is correct and accurate.
• Maintains knowledge of each team members’ talents and career objectives. Works with individuals to ensure that they are provided with an opportunity to access available resources to reach their career objectives.
• Supports in-house training courses and on-the-job training for team members as needed.
• Identifies high potential team members and promotes their development and advancement
• To support & implement any ad-hoc business projects as instructed by Line Manager
• Perform other duties as assigned from time to time by Line Manager

Requirements

• Bachelor degree in business administration or related field
• Minimum of 3 years’ experience in a highly customer sales and service driven environment.
• Thai Nationality is preferable with excellence command of spoken and written English
• Prior experiences in Auto Insurance with Non-life broker license, especially the role of Service Administration and Customer Support Management will be advantaged
• Analytical and conceptual thinking – using logic and reason, creative and strategic
• Ability to work in a fast-paced, deadline driven, cross-functional team, Customer Focus, Team Player, Creativity, Time Management, Strong Reporting & Analytical Skills and supervisory skills.
• To be successful, you must be customer and service-oriented, patient and strong perseverance, and work well under stress.
• You must be a team player and possess excellent communication, interpersonal, organizational and supervisory skills.

Responsibilities

• Cost control of the repair costs (labor, part)
• Obtain preferential treatment from workshop (lower cost, faster time to repair)
• Guarantee quality repair done for customer
• Identify Fraud (preexisting damages, staged accident

Job Duties

• Handle desktop survey and physical survey with fast and quick repair process for both customer and third party.
• Liaise with external providers to ensure claims are managed in a cost and time effective manner in line with Company service standards and expectations
• Make decision on the replacement of damaged parts.
• Be able to correctly adjusting the repair cost according to the GIA repair price list.
• Negotiate and agree on the repair cost with the garage, claimant and/or third party.
• Inform Claim Handler for estimates repair cost with scan all necessary documentation in Claimable.
• Ensure that estimates are maintained as a true reflection of the potential or actual claim exposure.
• Expand garages and dealers network for company to consideration on expanding the network.
• Handle customer complaints, resolve situations to meet customers’ satisfaction.
• Participate in Claim Project updated.
• Sharing work experience and knowledge with colleagues through team meetings.
• Actively participate in process improvement sessions, providing constructive feedback and suggestions.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree or higher
• At least 5 years of claims experience.
• Negotiation skills, technical skills, knowledge in Automobile repair and motor insurance.
• Relevant insurance certificate is an advantage
• Good spoken and written communication skills (Good in English communication is an advantage)
• Ability to resolve complex and complaints case
• Available travel upcountry
• Good team player
• Accuracy and attention to detail
• Ability to analyze information
• Good administrative and computer skills

Responsibilities

The Business Solution Manager oversee all IT developments, from scoping to implementation. He is responsible to deliver solutions that are cost effective, to promote system automation, and to look after the continuous improvement of our systems. He is also in charge of production support

Job Duties

• Ensure that solutions delivered meet stakeholders expectations
  • Gather and document business requirements (across all IT applications)
  • Design technical solutions together with developers
  • Ensure that Business Requirement Documents are comprehensive
  • Get solutions reviewed and approved by the business owners
• Plan regular system releases
  • Get change requests and defects prioritized
  • Define the scope of the releases
  • Come–up with an implementation schedule
• Coordinate the implementation
  • Brief and guide the development and testing team about the scope
  • Review test matrix, and ensure that there is no gap in understanding
  • Help the team find solutions, and bring focus
  • Facilitate the communication between developers and testers so that issues get fixed quickly
  • Closely monitor progress and ensure that deadlines are met
• Coordinate User Acceptance tests
  • Conduct end user training
  • Provide UAT support
  • Organize UAT sign–off
• Organize and monitor production deployment
  • Coordinate the deployment process
  • Organize smoke tests in production
  • Communicate release planning and deployment
• Ensure that operations get fast and effective support
  • Get production issues quickly attended to
  • Ensure that change requests and defects are properly logged and prioritised
  • Ensure good communication between business and IT

Requirements

• Minimum 10 years of experience in the insurance industry as a Business Analyst or Project Manager
• Fluent in Thai and English
• Good interpersonal skills
• Pragmatic and self-driven

Job Duties

• Review, initiate, pursue and complete assigned claim files with TP is involved and TP at fault.
• Ensure Knock for Knock claims are reviewed regularly and update actions are suggested/taken
• Maintain knowledge of regulation, practices and laws regarding claim recovery handling/subrogation.
• Process work in accordance with all quality, quantity and timeliness standards on a consistent basis. Proactively manage and keep claim inventory current.
• Develop strong and effective relationships with internal and external business partners regarding all aspects of subrogation procedures and guidelines and proper preparation of files for referral.
• Perform other duties as assigned.
• Continue to learn and update skills.
• Identify opportunities for process improvement.
• Participate in department cross-training.

Requirements

• Bachelor’s degree or higher in Law or related field would be a big advantage
• Experience in insurance is preferred but not compulsory.
• Prior experiences in especially the role of Recovery/Subrogation would be a big advantage.
• Thai Nationality is preferable with excellence command of spoken and written English
• Ability to work in a fast-paced and result oriented organization,
• You must be a team player and possess excellent communication, interpersonal, organizational and supervisory skills.

Job Duties

• Provide sales and services on all products offered by the Company to new and existing customers using multi-channels but not limited to phone via inbound/outbound, email, chats, social media and faxes
• Handle all the customer interactions during the customer journey includes but not limited to leads generation, quotations, sales, Car inspection, Claim enquiry, NCD and Document verification, customer account maintenance, policy endorsement, payment follow up, renewals and surveys.
• Models and reinforces sales and service standards in all interactions with customers
• Handle credit card details sensibly to complete end to end sales transaction in high compliance manner
• Makes personal contribution to the achievement of retention goals by delivering an excellent level of customer service
• Handles all customers’ enquires, problems, and concerns by providing accurate information that is timely and responsive
• Educates and directs customers to appropriate delivery channels for sales and service transactions.
• Ensures that all customers’ concerns and complaints are satisfactorily resolved within agreed service pledge.
• Anticipates customer needs, handle complaints and potential problems. Seeks out ways to increase customer satisfaction.
• Builds long-term relationships with customers by providing “individualized” service.
• Handle all ad-hoc tasks as assigned by the Line Manager from time to time

Requirement

• Bachelor degree in business administration or related field
• Preferably with past experience in a highly customer sales and service driven environment
• Thai Nationality is preferable with excellence command of spoken and written English
• Prior experiences in Auto Insurance with Non-life broker license, especially the role of Service Administration and Customer Support Management will be advantaged
• Analytical and conceptual thinking – using logic and reason, creative and strategic
• Ability to work in a fast-paced, deadline driven, cross-functional team, Customer Focus, Team Player, Creativity, Time Management, Strong Reporting & Analytical Skills