Distributor Service Officer (Welcome - Underwriting/Policy Admin/Claims)

AXA Hong Kong and Macau; Hong Kong; On-site; HKD 200,000 - 320,000; Full time

Job summary

AXA Hong Kong and Macau is seeking a dedicated professional to support Underwriting, Policy Administration and Claims for a distributor-facing role. You will deliver end-to-end service with a customer-centric approach and manage a high volume of interactions across the sales channel.

The ideal candidate is a university graduate with at least 2 years in life underwriting, policy administration or related insurance service center experience, excellent English/Chinese, and strong communication and

Qualifications

• University graduate.
• At least 2 years of experience in Life Underwriting and Policy Administration; Claims experience is preferred.
• At least 2 years in insurance/financial industry, preferably in a Service Center.
• Experience in customer service is essential.
• Good command of English and Chinese; Putonghua is preferred.
• Competent PC knowledge (Excel, Word, PowerPoint).
• Tech savvy with knowledge of PCs and relevant software/programs.
• Strong communication, problem-solving and negotiation skills.
• Result-oriented approach.
• Ability to work under pressure.

Responsibilities

• Handle distributor enquiries on Underwriting, Policy Administration and Claims.
• Provide excellent end-to-end service with a positive customer mindset.
• Manage large amounts of face-to-face interactions from the sales channel, including counter service if rotated.
• Follow up calls, outbound calls and mailbox handling are required.
• Identify distributors' needs, clarify information, research issues and provide solutions.
• Build sustainable relationships and engage distributors by going the extra mile.
• Anticipate escalation and take over calls when needed.
• Keep management informed on issues and problems.
• Prepare monthly/annual results and performance reports.

Skills

Excellent communication

Problem-solving

Negotiation

Results-oriented

Ability to work under pressure

Education

University graduate

Tools

Excel

Word

PowerPoint

Job description

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers' needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.

Responsibilities:

• Handle distributor enquiry on aspect of Underwriting, Policy Administration and Claims.
• Provide excellent end-to-end service with positive customer mindset.
• Managing large amounts of face to face from sales channel in a timely manner, including counter service if job rotated.
• Follow up calls, outbound calls and mailbox handling are required
• Identifying distributors' needs, clarifying information, research every issue and provide solutions
• Build sustainable relationships and engage distributors by taking the extra mile
• Anticipate escalation and take over calls when needed
• Keep management informed on issues and problems
• Prepare monthly/ annual results and performance reports

Qualifications:

• University graduate
• With minimum 2 years of experience in Life Underwriting and Policy Administration, Claims experience is preferred.
• With minimum 2 years of experience in insurance/ financial industry preferable in Service Center.
• Experience in customer service is essential
• Good command of English and Chinese in both spoken and written, Putonghua is preferred.
• Competent PC knowledge, including Excel, Word, and PowerPoint
• Tech savvy with knowledge of equipment and relevant computer programs
• Good communication skills and problem-solving skills as well as negotiation abilities
• A results-oriented approach
• Ability to work under pressure