Join Roojai.com and grow your careers in risk management and insurance

Responsibilities

The Junior Software Developer participates in the development and the maintenance of our applications.

Job Duties

• Help in the development and the maintenance of our applications
  • Develop code
  • Perform unit tests
  • Help configure our applications
  • Develop and run reports
  • Help in the system deployment activities
  • Review and address issues raised during testing
  • Work closely with the project and testing team

• Production support
  • Generate the exception report and do the first level review
  • Help address production issues
  • Provide first level support

Requirements

• Computer engineering degree holder
• Able to code in Java or other object-oriented languages
• Familiar with SQL
• Eager to learn new skills
• Team player
• New graduates welcome

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

• 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

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.

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