CLP & Claim Administrator (1-year contract)
Job Reference: 22422
Posted Date: 04/09/2026
Job Type: Contract
Salary: 40000000 (VND) - 46000000 (VND)
Industry: Automotive
Specialization: Engineering
| RESPONSIBILITIES |
| Prior Approval adjudication: answer CLP (Compulsory Liability Policy – linked to Compulsory Third Party / CTP insurance) Prior Approval and Technical Prior Approval requests from Vendor dealers promptly and courteously, providing complete and accurate resolution on first call / web submission within the agreed KPIs (per Statement of Work): PTS PA response time 100% < 90 minutes and 75% < 60 minutes; PA handle time 75% < 20 minutes; contact efficiency > 95% within 3 contacts per PA; PTS & SERVIS2 total turnaround > 95% < 4 hours; customer satisfaction > 93%. |
| Technical resolution: apply Technical Assistance Center (TAC) best-practice flow charts to effectively resolve all dealer and company enquiries; respond to technical incidences in the field by deploying the most appropriate resources. |
| Claim adjudication – central review authority: act as the central review authority validating, auditing and adjudicating CLP / liability-related and refund claims for eligibility, policy compliance and payment processing; submit approval or rejection decisions in OWS with appropriate reasoning and maintain complete case documentation in CRM tools. |
| End-to-end claim ownership: eligibility verification, decision-making authority (approve / reject / request more information), payment tracking, case closure and system documentation compliance. |
| Financial control: ensure financial disbursement accuracy and SLA compliance for direct customer payments; explain rejection or partial approval reasons to dealers and customers as required. |
| System discipline: use the PTS and OWS Prior Approval systems to record all technical prior approval dealer contacts accurately and on time. |
| Cross-functional support: report emerging product concerns to Product Specialists and assist them with problem analysis and reporting; liaise with the Customer Relationship Center on technical issues raised through customer concerns. |
| Dealer technical support: provide accurate repair assistance to dealers by keeping Vendor product technical training up to date and engaging in self-learning programmes as necessary. |
| Reporting: provide quarterly dealer reports on CLP (Compulsory Liability Policy) spend – claim type 39 and other reports required by the client and management. |
| Compliance & safety: comply with Percepta and Vendor policies and processes; ensure any incident / injury / near-miss report is completed as soon as practicable and communicate corrective actions to the relevant people. |
| REQUIREMENTS |
| Bachelor’s degree with a technical / engineering background – MANDATORY. Mechanical or Automotive Engineering preferred; a diploma or certificate of technical vocation in an automotive field is advantageous. |
| Prior experience in the automotive industry – MANDATORY. Typically 2–5 years in dealer aftersales / service workshop, technical support, warranty & claims, or OEM / distributor service engineering. |
| Strong product concern diagnosis capability; solid understanding of vehicle systems and repair processes. |
| Understanding of Vendor dealer service operations and previous dealer or field experience is highly desirable; Vendor technical experience with strong diagnostic capability is preferred. |
| Familiarity with OEM warranty and technical systems (PTS, OWS, SERVIS2, IDS or equivalent DMS / warranty claim systems); understanding of the Warranty and Policy Manual is preferred but not compulsory. |
| Exposure to insurance-related claims is an advantage: compulsory third party (CTP) / liability policy claims, vehicle damage assessment, or working with insurers and loss adjusters on repair cost approval. |
| Good English for work – able to read technical documentation and communicate in writing with Vendor and regional ASEAN counterparts. |
| Computer literate – Word, Excel, Outlook, PowerPoint and MS Teams. |
| Initiative, independence and a drive for results; high level of integrity; strong drive for customer satisfaction. |
| Able to professionally represent Vendor, handle difficult situations diplomatically, manage dealer relationships, and work flexibly and autonomously under KPI pressure. |
| How to Apply | Send CV to: [email protected] / 0888 838 363 (Vee Tran – Senior Recruitment Consultant, Manpower Vietnam) |
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