Customer Service Officer, Insurance Solution Center

FWD Group Management Holdings Limited; Hong Kong; On-site; HKD 180,000 - 280,000; Full time

Benefits offered by this job

20-22 days annual leaves

Learning & development opportunities

Attractive package

Job summary

FWD Group Management Holdings Limited in Hong Kong is seeking a customer service specialist to support customers and sales channel personnel at remote Customer Centers. You will handle frontline enquiries, prepare responses to letters, emails, faxes, and quotations, and assist with New Business pre-approval for submissions at remote centers.

University degree with 1-5 years in financial institutions, fluent in Cantonese, English and Mandarin, and strong communication skills are required.

Qualifications

• University degree holder with 1-5 years' work experience in financial institutions.
• Proficient in Cantonese, English and Mandarin.
• Excellent customer service and telephone manners.
• Strong communication and problem-solving abilities.

Responsibilities

• Serve customers and sales channel personnel at remote Customer Centers.
• Handle frontline counter enquiries and prepare replies to letters, emails, faxes, quotations, and documents.
• Assist in checking and proceeding New Business pre-approval for all submissions at remote centers.
• Support Life Operation projects such as LA and Claims Instant Cheque Services.
• Collect feedback and suggest improvements to operations and processes.
• Follow up promptly on complaints and requests from customers.

Skills

Customer service

Communication

Problem-solving

Organizing & planning

Bilingual English Cantonese 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 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.

Benefits

• 20-22 days annual leaves
• excellent learning & development opportunities
• 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.

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