AWP Services (Thailand) Co., Ltd.

Essential Job Functions: • Handle call and e-mail from customers and providers • Provide information according to insurance policy and claim enquiries • Coordinate and support claim assessor • Perform other duties and special assignments as required Work Conditions: • Working Hours : 40 hours per week • Working Days : Shift day and night, 5 days a week 07:00-16:00, 13:00-22:00, 22:00-07:00 • Flexible to work as shift, holidays, weekends. • Location : Head office

Job Summary The Technical Assistance Supervisor performs a key role in the Assistance Department. The position reports in the first instance to the Supervisor, with the Department headed by the Operations Manager. To be successful in this role requires developing the ability to combine judgment and good communication skills to manage relationships with customers. To shift manage and supervise a team To handle inbound and outbound calls in a productive way To check the timely handling of all emergency roadside service and accident cases (claim) To monitor agents contacting customers to ensure that interaction with customers is conducted in a professional and courteous manner To monitor for call traffic, call agent management, and team building To monitor the accurate preparation and timely submission of work reports To monitor agents closely, mainly under the following aspects: Correct handling of all cases in all existing handling applications Checking the correctness of information given to customers Monitoring the agent’s work under the aspect of existing workflows, effectiveness, and productivity

• Process all Medical claims, extended warranty claims having regard to the validity of the policy/claim, policy limits, the circumstances surrounding the claim, cost containment opportunities and Company service standard requirements/time-frames for the processing and finalization of all claims • Medical review and follow up medical information, claim assessment • Provide Claims Management reports as evidence of the service standards being achieved • Liaise with the Medical Assistance Coordinator as necessary in the management of emergency medical claims • Liaise with external providers as appropriate to ensure claims are managed in a cost and time effective manner in line with Company service standards and expectations • Liaise with internal – Travel Insurance Manager for the approval or decline of claims • Prepare letters and other documentation as necessary subject to Company service standards • Provide optimum levels of customer service by answering any questions professionally, listening and developing a rapport with the customer and taking all necessary action to meet customer expectation and solve customer problems in a timely and efficient way • Provide quality follow through and excellence in service in all dealings with customers and client companies • Provide honest and fair assessment of status of workload to management • Ensure the status of claims handled reflects the true status of the claims • Ensure that estimates are maintained as a true reflection of the potential or actual claim exposure • Prepare and submit reports to the Healthcare Manager as required Working Hours: 08:00 AM - 05:00 PM 09:00 AM - 06:00 PM 10:00 AM - 07:00 PM 11:00 AM - 08:00 PM Working Days: 5 Days per week (Able to work on weekends and public holidays)

Coordinate with the client platform and providers. Monitor medical cases: Review the initial fax with instructions, notify the doctor immediately upon opening a new case, and inform the manager based on urgency. Ensure that providers deliver services on time and update the client platform while following their instructions. Control costs: Ensure costs do not exceed coverage limits, verify that expenses are relevant and reasonable, and check coverage details. Prepare quotations for the client platform as needed. Report any issues with cases to the Medical Leading Agent and Manager. Prepare daily, weekly, and monthly reports for the manager.

- รับสายลูกค้าเพื่อประสานงานให้ข้อมูลและบริการแก่ลูกค้า - ประสานงานกับฝ่ายที่เกี่ยวข้องเพื่อให้บริการแก่ลูกค้าอย่างทันท่วงทีและมีประสิทธิภาพ - โทรสอบถามความพึงพอใจกับลูกค้าเกี่ยวกับสินค้าและบริการของบริษัท เงื่อนไขการทำงาน: เวลาทำการ: 5วัน/ สัปดาห์ หรือ 40 ชม. ต่อสัปดาห์ วันทำการ: Shift ทำงานเป็นกะ