Chee Yip Keong, Stanley

Handling complaints through internal and external channels Handling complaints from Government agencies- MAS and FIDReC Do up investigation on the complaint and complaint findings

Customer Experience Executive (Complaint Resolution Specialist and Agency Support) - AIA Singapore - Singapore

(2024-07)

• Handling complaints through internal and external channels
• Handling complaints from Government agencies- MAS and FIDReC
• Do up investigation on the complaint and complaint findings
• Liaising with the relevant department with the findings we had and propose a resolution to the complaint if there are any relevant justification to support on the complaint.
• Find out the root cause of the complaint, come out with corrective action and preventive solutions to resolve the complaint
• Handling email enquiries from insurance agency financial service consultant who sell to our corporate clients our Group Hospital & Surgical plan, Group Term Life, Group Accident.
• Handling email enquiries on renewal bill, adjustment bill and premium refund.
• Handling documentation for policy renewal, plan upgrade and downgrade
• Handling documentation for Change of servicing agent for corporate clients
• Handling walk-in on their claim documents submission, preparation of the claim documentation and panel clinic location
• Assist members (corporate clients) how to use our AIA+ App and to understand their policy coverage.

Assistant Manager (Group Operations – Claims Recovery and Personal Accident Claims) - Great Eastern life insurance - Singapore

(2018-12 - 2024-06)

• Demonstrate technical proficiency in resolving recovery of claims and ensure that the recovery target is met
• Update files and provide comprehensive reports as required. Adhere to instructions in recovery efforts, status updates and notification of final disposition
• Follow up with policyholders on their pending medical claim on diagnosis and medical necessary treatment to access claims
• Emailing our in-house doctors to assess the medical necessity of the medication, treatment or alternative procedure policyholder is going through. Assisting insured to ensure claims are processed and reimbursed accordingly.
• Investigates and identifies third parties, determines liability, and uses all available resources to maximize the recovery
• Highlight any potential concerns/risks and proactively shares best risk management practices.
• Determine policy coverage, establish proof of loss with proper documentation and provide accurate and timely assessment of medical claims within the required service standards and ensure that claims are paid accurately and promptly
• Handle medical report cases, claim investigation and appeals
• Seek clarifications and liaise with medical institutions and policyholders on outstanding requirements
• Deliver excellent service and enhance customer and distribution channels relationship management
• Attend to escalated claims enquiries
• Suggest and participate in process improvement projects/ initiatives/ system enhancement, including establish claims best practices
• Ensure compliance with internal and external regulatory and legal matter
• Any other ad-hoc projects assigned by supervisor
• Take accountability in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks

Claim Benefit Specialist (Personal and Corporate Medical Insurance) - Aetna Insurance (Singapore) Pte Ltd - Singapore

(2016-07 - 2018-11)

• Proofs claim or referral submission to determine, review, or apply appropriate guidelines, coding, member identification processes, provider selection processes, claim coding, including procedure, diagnosis and pre-coding requirements.
• Conducting checks to identify and investigate claims for possible abuse and fraud.
• Ensures compliance with requirements of regional compliance authority/industry regulator
• Escalate unresolved claims complaints and high costs claims to the claims supervisor for guidance
• Continually work to improve best practices procedures and standards for daily smooth operations
• Follow up with policyholders on their pending medical claim on diagnosis and medical necessary treatment to access claims
• Emailing our in-house doctors to assess the medical necessity of the medication, treatment or alternative procedure policyholder is going through. Assisting insured to ensure claims are processed and reimbursed accordingly.
• Investigates and identifies third parties, determines liability, and uses all available resources to maximize the recovery
• Highlight any potential concerns/risks and proactively shares best risk management practices.
• Determine policy coverage, establish proof of loss with proper documentation and provide accurate and timely assessment of medical claims within the required service standards and ensure that claims are paid accurately and promptly
• Handle medical report cases, claim investigation and appeals
• Seek clarifications and liaise with medical institutions and policyholders on outstanding requirements
• Deliver excellent service and enhance customer and distribution channels relationship management
• Attend to escalated claims enquiries
• Suggest and participate in process improvement projects/ initiatives/ system enhancement, including establish claims best practices
• Ensure compliance with internal and external regulatory and legal matter
• Any other ad-hoc projects assigned by supervisor
• Take accountability in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks

Operation Executive (Claims Call Center -24Hr Shift) - AXA Assistance - Singapore

(2015-02 - 2016-06)

• Providing swift and appropriate guidance to policyholders facing different situations, giving assistance wherever required
• Resolve customer problems, proactively and reactively, based on ability to identify and interpret service issues properly
• Service policy holders professionally on renewals, endorsements, claims, general and new business enquires with the objective of exceeding expectations with the service provided
• Assist in claims appeal, customers complaints
• Issuing of Letter of Guarantee, claim documentation and explaining claim settlement to policyholders
• Liaising with insurers on daily report of call logs. informing them about the assistance we have provided to the insured, and the common enquiries policyholders faced

Marketing and Admin Executive (Commercial Lines) - AWG Insurance Brokers Pte Ltd - Singapore

(2012-11 - 2014-12)

• Arranging insurance binders & liability certificates, issuing certificates of insurance
• Preparing customer invoices, billing material, and all other corresponding documentation and organizing premium financing quotes & contracts
• Issue requests to insurers for policy changes & endorsements
• Respond to client inquiries & requests in a timely and efficient manner, providing unrivaled customer service
• Maintain and update underwriting information on a consistent basis, ensuring all information is accurate
• Feedback requirement on process or system changes to improve operational efficiencies
• Prepare renewal data for submission to insurer & client
• Handling claims, claim documentation and assisting in submission

Customer Service Officer (Personal Lines) - Tenet Sompo Insurance Pte Ltd - Singapore

(2011-01 - 2012-10)

• Learning and understanding company insurance products, so as to provide customers with detailed information about policies and products
• Answering calls and responding to customer complaints in a friendly and professional demeanor
• Managing the customer complaints with excellent communication and interpersonal skills
• Premium collection payment for policy upgrading or renewal from clients, assisting in payment methods
• Forwarding customers to sales agents when a policy needs to be initiated or upgraded accordingly
• Policy issuance, whilst doing KYC compliance check and policy cancellation

Personal General Insurance Customer Service Officer - AA Insurance Service Pte Ltd- Agency - Singapore

(2006-07 - 2010-12)

• Attending to client's enquiries, assisting in obtaining the most competitive and reasonable quotations that suits client's preference
• Issuing of policies, doing KYC compliance checks and cancellation of policy
• Being well-versed in motor claims framework, explaining to clients what needs to be done during an accident, assisting in motor injury and non-injury motor claims.
• Understand customer's concern and address their needs through active listening
• Handle customer's objection professionally and to conduct sales call in a persuasive and engaging manner with customers to ensure closure
• Consistently meet and exceed sales targets set by management month

Bachelor of Science (Honors) - Banking and Finance - SIM-UOL, School of Business and Accounting (2004 - 2006)

Diploma - Electronic Computer Engineering - Ngee Ann Polytechnic (2000 - 2003)