FWD Summer Internship 2024 - Customer Services

The Programme

The FWD Summer Internship Program offers students and fresh graduates from all majors an exciting and differentiated experience with FWD Vietnam.  
 
The program will also equip you with necessary knowledge and skills in the corporate world that will support your career success in the future. 
 
We welcome you as a full-time contributor and an important part of the team where you will:

• Have an opportunity to support in the development of ideas, projects and strategies for the company to pursue the vision of changing the way people feel about insurance. 
• Collaborate with team members and stakeholders on how to improve processes and maximize our efficiency. 
• Get an inside view of what we do, why we do it, and the people that make FWD a great place to work.

We are open opportunities in the following functions: Agency, Bancassurance, Independent Financial Advisor & Digital Commerce, Finance, Information Technology & Operations, Human Resources, Marketing, Governance (including Legal, Compliance & Risk Management). 
 
Recruitment Process:

• Application (15/04/2024 - 14/05/2024) 
• HR & Functional Interview. 
• Onboarding.

What You Will Do

Customer Care & Engagement 
 
Job Scope: 
 
Customer Care projects:

• Implement engagement activities (communication & physical gift delivery). 
• Implement new journey of reward/ e-gift (annually care activities).

Conservation & Premium collection projects:

• Consolidate & analyze data. 
• Present report by Power Point and/ or Excel. 
• Present proposal by Power Point/ Word. 
• Implement communication with customers.

Other tasks as assigned by line manager.

Contact Center 
 
Job Scope:

• Assist Customer Service staff in resolving issues and requests from customers. 
• Receive and handle phone calls, emails, or messages from customers, ensuring accuracy and a high level of service. 
• Provide information and guidance to customers regarding company products, services, or policies. 
• Ensure customer satisfaction by providing quality service and effectively resolving complaints or disputes. 
• Other tasks as assigned by line manager.

Policy Services 
 
Job Scope:

• Assist in policy services admin tasks. 
• Support in composing feedback letters to customers. 
• Support in UAT projects (if any). 
• Other tasks as assigned by line manager.

Claims 
 
Job Scope:

• Receive & register claim requests. 
• Check claim document images & store claim documents. 
• Support to enhance Claims functions on Customer Portal, Cube application, Zalo application. 
• Other tasks as assigned by line manager.

Required Skills and Abilities

• Current 3rd – 4th year students or fresh-graduates from all majors who are available to work full time from June to August. 
• Minimum cumulative GPA of 7.0/10 or equivalent. 
• Passionate about exploring the Life Insurance industry and Customer Services field. 
• Good at interpersonal & communication skills in both Vietnamese and English. 
• Proficient in Microsoft Office. 
• Good problem-solving skills and ability to handle various situations. 
• Good analytical and logical thinking. 
• Having knowledge of company products or services is a plus. 
• Detail-oriented and well-organized. 
• Have a customer-focused mindset. 
• Proactive, willing to learn and grow with a can-do attitude. 

About Us: 
 
FWD Group is a pan-Asian life insurance business with more than 13 million customers across 10 markets, including some of the fastest-growing insurance markets in the world.  
 
The company was established in 2013 and is focused on changing the way people feel about insurance.  
 
FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.