Supervise and provide on the job coaching to team members to ensure smooth operations on Customer Service activities and KPIs performance of Policy Administration team.
Ensure team members adhere to the requirements on compliance and the established services standards are achieved through rigorous adherence to and continued streamlining of work process.
Implement internal QA, validate activities report and make necessary changes.
Handle different types of policy alterations and policy servicing activities on different types of products efficiently and effectively, such as fund switching, surrender and reinstatement.
Handle special / complicated / complaint cases referred by different parties, provide recommendation to manager.
Prepare policy endorsements and contract provisions for policy changes.
Revise and update manuals, procedures, documentation and reports of the Life Asia System and AWD, their upcoming modifications and other related systems.
Participate in company projects as necessary, including the testing of new systems and products.
Recommend changes to procedures/processes and participating in their implementation.
Assist manager to organise training to team members on regular basis in order to increase / strengthen the individual’s technical knowledge and soft skills.
Assist manager to handle regular reportings.
Ensure a thorough understanding on Company products, processes and system to enable delivery of your duties in an effective and efficient way.
Work closely with colleagues in other departments, with the aiming of improving the service to our key distributors and customers, and at all times seeks to display a team working mentality.
Build strong relationships with colleagues and other external contacts.
Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market.
Others duties assigned by Manager.
Qualifications / Experience / Requirements
University graduate preferred.
At least 3 to 5 years experience in the life insurance industry operations preferably in Policy Servicing/Claims/Underwriting, with exposure to various type of policy alterations including knowledge in both traditional and linked products.
Self-motivated, a quick learner and a good team player.
Good problem solving, organizational and interpersonal skills.
Work well under pressure and able to complete task at a timely manner.
Ability to handle multi-task, work unsupervised, to work on own initiative and prioritise work.
Ability to develop and maintain meaningful relationships with customers, intermediaries, colleagues and industry agencies.
Good command of both written and spoken English and Chinese. Good Mandarin is a plus.
Good knowledge of Microsoft word, Excel, PowerPoint and Chinese Word Processing.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases