Customer Service Officer, Insurance Solution Center

FWD Insurance; Hong Kong; On-site; HKD 167,000 - 246,000; Full time

Benefits offered by this job

Annual leave 20-22 days

Learning & development opportunities

Competitive package

Job summary

FWD Group in Hong Kong is seeking a customer service professional to support customers and sales channels at remote centers. You will handle inquiries, prepare replies, quotations, and document retrieval, while assisting in pre-approval checks for new business submissions.

Requirements include a university degree and 1–5 years in financial institutions, with Cantonese, English and Mandarin proficiency. Insurance studies certificates and IIQE papers are advantageous.

Qualifications

• University degree with 1–5 years' work experience in financial institutions.
• Experience in Bank or Customer Service area preferred.
• Industry-wide recognized certificate(s) of insurance studies.
• IIQE papers 1, 2, 3 & 5 are an advantage.

Responsibilities

• Serve customers and sales channel personnel at remote Customer Centers.
• Handle frontline counter enquiries, replies to letters, emails, faxes, quotations, document retrieval, and accounts analysis prep.
• Assist in New Business application pre-approval for submissions at remote Centers.
• Support Life Operation Projects such as LA and Claims Instant Cheque Services.
• Collect feedback from customers to help improve overall satisfaction.
• Suggest improvements to operating procedures and processes.
• Express concerns and suggestions to improve team satisfaction.
• Follow up on complaints and requests from customers in a timely and accurate manner.
• Centers' Locations: Quarry Bay (Primary), Tsim Sha Tsui.
• Centers' Operating Hours: Mon - Fri 0900 - 1800, Sat 0900 - 1300.

Skills

Cantonese

English

Mandarin

Education

University degree

Job description

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

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.