Customer Service Officer, Insurance Solution Center

FWD Insurance; Hong Kong; Vor Ort; HKD 167.000 - 279.000; Vollzeit

Benefits dieser Stelle

Annual leave 20-22 days

Learning & development opportunities

Attractive package

Zusammenfassung

FWD Group in Hong Kong is seeking a customer service professional to support customers and sales channels at remote centers. You will handle enquiries, prepare replies, and assist in processing new business pre-approvals, with a focus on accuracy and timely responses.

The role involves supporting life operation projects, collecting customer feedback, and helping to improve service quality. Cantonese, English, and Mandarin proficiency is required, with 1–5 years in financial institutions or

Qualifikationen

• University degree holder with 1-5 years’ work experience in financial institutions or customer service.
• Fluent in Cantonese, English and Mandarin.
• Excellent customer service and telephone manners.
• Good communication and problem-solving abilities.
• Good organizing and planning skills.
• Industry-wide recognized certificate(s) of insurance studies (IIQE papers 1,2,3 & 5 advantageous).

Aufgaben

• Perform services for customers and sales channel personnel at remote Customer Centers.
• Handle frontline counter enquiries and prepare replies to letters, emails, faxes, quotations, and document retrievals.
• Assist in checking and processing New Business application pre-approvals at remote centers.
• Support Life Operation projects such as LA and Claims Instant Cheque Services.
• Collect feedback from customers and help improve overall satisfaction.
• Draft procedures and processes to improve operating practices.
• Express concerns and suggestions to improve employee satisfaction within the team.
• Follow up on complaints and requests from customers in a timely and accurate manner.

Kenntnisse

Customer Service

Communication

Problem-solving

Ausbildung

University degree

Jobbeschreibung

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com

For more information about FWD Hong Kong, please visit www.fwd.com.hk/

The Job

• Perform services for customers and sales channel personnel e.g. agents, brokers, IFA, bank partners at remote Customer Centers
• Execute additional tasks like handling frontline counter enquiries, preparing replies to letters, emails, faxes, quotations, retrieval of documents, preparation works for accounts analysis
• Assist in checking and proceeding New Business application pre-approval acceptance for all new business application submission at remote Customer Centers
• Support Life Operation Project such as LA and Claims Instant Cheque Services
• Collect feedbacks and suggestions from customers and help to improve overall satisfaction
• Provide initiatives towards improving existing operating practices (drafting procedures and processes)
• Express concerns and suggestions regarding employee satisfaction and help to improve overall satisfaction within the team
• Responsible for the timely and correct follow up on complaints and requests from customers
• Centers’ Locations: Quarry Bay (Primary), Tsim Sha Tsui
• Centers’ Operating Hours: Mon - Fri 0900 - 1800, Sat 0900 - 1300

The Person

• University degree holder with 1-5 years’ work experience in financial institutions, preferably with experience in Bank or Customer Service area
• Proficient in Cantonese, English and Mandarin
• Excellent Customer Service and Telephone manners
• Excellent communication skills and problem-solving abilities
• Good organizing and planning skills
• Industry-wide recognized certificate(s) of insurance studies
• IIQE papers 1, 2, 3 & 5 is an advantages

We offer 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, sex, disability or family status in employment process.