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Senior Customer Service Officer (Policy Admin)

3 - 5 years
Posted: 2019-03-14

Customer Service
Banking, Insurance & Financial Services
Sales/ Business Development
Direct Sales
Posted On
14th Mar 2019
Job Ref code
Job Description
Job Description :

Core Responsibilities
  • 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.

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