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1. Complaint handling case by CSFS for Service Recovery cases
2. Handling transactions received by Claims Helpdesk
3. Investigation of complaints received by Claims Unit
4. Case Analysis
5. Data Reporting
Principle Duties & Responsibilities:
Complaint handling case by CSFS for Service Recovery cases:
- Do thoroughly complaint cases checking with proper claim process analysis based on the claim guideline and based on the Service Recovery helpdesk guideline.
- Process appeal cases which not processed yet by the analyst but after thorough review, the claim is eligible to pay according to the authority limit of CHD User
Handling transaction received by Claims Helpdesk
- Respons all interaction Helpdesk with in SLA
- In complexity cases where problems are un resolved by team, ensure quick and justifiable solution is given by seeking for higher approval
Liaise with Legal & Compliance to report suspicious transactions that finding in doing daily process
Investigation of complaints received by Claims Unit
- Determine the root cause of each complaint received
Case Analysis
- Analize the case according to the submission
Data Reporting
- Prepare user productivity data every month
Ensure smooth communication with others departments/ Units
- Doing meeting with other departments as needed to solve Claims issues
- In difficult cases where problems are unsolved by team, ensure quick and justifiable solution is given
- Ensure customer orientation is the basis for every approach