Assistance Case Handler

Job Title: Assistance Case Handler

Department: TM Claims Service Europe

Location: City of London

Reporting to: Manager (Overseas Travel Insurance Claims), Deputy Manager

Position type: Permanent, 35 hours per week

Purpose & Accountability

• To provide Assistance Services to Tokio Marine Overseas Travel Insurance Policy holders in Europe and other areas.
• Adhere to service standards to promote the good reputation of Tokio Marine Group for Assistance Services including but not limited to:
• Collect all information required to effectively handle Assistance Services
• Liaise with Tokio Marine & Nichido Fire and Tokio Marine International Assistance (INTAC) in Tokyo to ensure the quality and regulatory compliances of Assistance Services provided in Europe and other areas
• Keep good relationship with assistance providers and medical institutions in Europe and other areas to share service standards required
• Check the developments of Assistance Services periodically with the party involved; insured, assistance providers, INTAC members and TMCSE staff
• Comply with internal service standards, internal, legal and regulatory codes including but not limited to:
• Register assistance cases in a timely manner onto OASIS
• Comply with TMCSE information security rule based on TMNF/TMK requirements.

Principal Accountabilities

The role includes responsibility for:

• Receive request of Assistance Service
• Confirm coverage and approval for payment guarantee
• Acknowledge and provide necessary explanation on basic coverage and services to be provided to customers
• Arrange Assistance Services, such as medical consultation, payment guarantee, interpreting service, medical repatriations, etc.
• Share necessary information with INTAC for continuous Assistance Services
• Maintain and update status of Assistance Services on OASIS
• Respond to inquiries from Tokio Marine policy holders and service providers
• In addition to the above, the job holder will also be expected to assist the General Manager and Manager with various aspects of Assistance Services to actively contribute to TMCSE’s general administrative and departmental duties.

Technical Capabilities

• Data processing ability to ensure the accurate data related to Assistance Services on IT system
• Working knowledge of Microsoft Office is essential
• Sound foundation in literacy and numeracy; business writing (letter, fax, e-mail, etc.) to communicate with customers and business partners professionally in business Japanese are essential
• Take care of customers attentively to enhance customers’ satisfaction
• Work cooperatively with colleagues, key stakeholders and internal business contacts (not only TMCSE colleagues, but also INTAC members, assistance providers, interpreters and staff at medical institutes)
• Strictly adhere to the legal requirement of the GDPR
• Ability to meet deadlines and results focussed
• Able to build relationships, good interpersonal skills
• Able to communicate effectively with colleagues and external parties in both verbal and written format
• Good team worker able to prioritise workload effectively in order to support the team effectively
• Professional disposition
• Accuracy and attention to detail

What We Offer

The Tokio Marine Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals.

Please visit www.tmhcc.com for more information about our companies.

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