Insurance Policy Retention & Service Advisor

AXA; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

AXA Hong Kong and Macau is seeking a customer service-oriented professional to contact existing customers, retain policies, and guide policy changes. The role emphasizes timely responses, quality service, and adherence to guidelines within a busy team.

You will resolve inquiries with professionalism, participate in training, and contribute to process improvements while maintaining strong English and Chinese language communication with clients.

Qualifications

• Post-secondary education with customer service experience.
• Experience in banking or insurance is an advantage.
• IIQE License 1, 3, and 5 preferred.
• Good team player with strong computer literacy.
• Fluent in spoken and written English and Chinese (Mandarin and Cantonese).
• Customer-oriented with passion, patience, and a caring attitude.
• Strong interpersonal and communication skills.

Responsibilities

• Contact existing customers to identify reasons for policy termination and lapsation, and provide feasible solutions to retain policies.
• Follow up with customers regarding policy retention, including explaining plan features, notifying about policy updates, and guiding policy changes.
• Resolve customer inquiries, including soft complaints, and elevate to supervisors when necessary, in a timely and professional manner.
• Meet service turnaround times and achieve team monthly and yearly KPIs.
• Adhere to company standards and guidelines to deliver quality service, and provide suggestions for workflow and process improvements.
• Participate in training courses for ongoing development.
• Perform other support duties as assigned.

Skills

Customer service

Bilingual English/Chinese

Interpersonal skills

Team player

Computer literacy

Education

Post-secondary education

Job description

AXA Hong Kong and Macau is seeking a customer service-oriented professional to contact existing customers, retain policies, and guide policy changes. The role emphasizes timely responses, quality service, and adherence to guidelines within a busy team.

You will resolve inquiries with professionalism, participate in training, and contribute to process improvements while maintaining strong English and Chinese language communication with clients.