Senior Customer Services Executive / Assistant Manager (Job Ref: AI/SCSEAM/JD)

Asia Insurance; Hong Kong; Vor Ort; HKD 280.000 - 420.000; Vollzeit

Benefits dieser Stelle

5-day workweek

Competitive remuneration

Zusammenfassung

Asia Insurance in Hong Kong is seeking a Senior Customer Services Executive / Assistant Manager to provide professional, accurate and timely service to policyholders on life insurance policies. You will handle enquiries across channels, support policy servicing and claims, and maintain accurate customer records.

The role requires experience in life insurance operations, strong communication skills in English and Chinese, and a proactive mindset to review processes and implement improvements.

Qualifikationen

• Diploma, Higher Diploma or university degree, preferably in Insurance, Business Administration, Finance or a related discipline.
• At least 5 years' relevant customer service experience in the life insurance industry, with direct policyholder engagement.
• Good practical knowledge of life insurance policy servicing and claims procedures.
• Proficiency in Microsoft Office and insurance policy administration/customer service systems.
• Strong command of written and spoken English and Chinese, including Cantonese and Putonghua.

Aufgaben

• Handle enquiries from policyholders and relevant parties regarding life insurance policies and policy-related matters.
• Respond professionally to enquiries received through telephone, email, face-to-face meetings and other electronic channels.
• Explain policy information and administrative procedures to customers clearly.
• Follow up customer enquiries and requests to ensure proper documentation.
• Handle customer concerns and complaints professionally and escalate more complex cases as needed.
• Explain claims procedures, documentation requirements and submission processes to policyholders and claimants.
• Assist customers in understanding required documents for claims.
• Maintain proper records of claims-related customer communications and follow-up actions.
• Review and verify annual statements of account and other policy-related statements for completeness and accuracy.
• Check customer, policy and transaction information and identify discrepancies requiring clarification.
• Perform accurate data input and maintenance of customer and policy information in systems.
• Support routine policy administration and servicing activities.
• Maintain high standards of customer service and confidentiality.

Kenntnisse

Customer service

Communication

Attention to detail

Teamwork

Problem solving

Ausbildung

Diploma/HD or university degree

Tools

MS Office

Insurance policy systems

Jobbeschreibung

Senior Customer Services Executive / Assistant Manager (Job Ref: AI/SCSEAM/JD)

Asia Insuranceis one of the leading general insurers in Hong Kong and Macau. We take pride in our broad range of insurance products, providing tailored and flexible solutions focusing on coverage and care. Our goal is to help our clients protect what is important to them.

With people as our focus, our experts offer reliable advice and responsive and dedicated customer services through our agents, brokers, and business partners. We take a professional, innovative, and consumer-centric approach to ensure that all customers receive the maximum protection from their investments.

We have established a robust global footprint through an extensive network of highly regarded partnerships and successful joint ventures. While maintaining a strong presence in Hong Kong and Macau, we also deliver products and services through our international branch network.

Renowned for our financial strength, which is marked by robust capitalisation, high liquidity, and prestigious Standard & Poor’s “A” ratings in the Insurer Financial Strength Ratings and Issuer Credit Ratings, we are a trusted partner to our long‑term business collaborators.

Looking ahead, we aim to work together with our colleagues to continuously improve our service quality, expand our product range and diversify into new territories. We strive to bring a prosperous future to our company and Hong Kong.

We believe that transparency and fairness are essential to retaining and developing top talent. Our hiring and promotion practices are designed to provide equal opportunities for growth and career progression.

We are committed to building an inclusive workplace where diverse perspectives are valued, respected, and empowered. All qualified applicants are encouraged to apply.

Position Overview

The Customer Services Executive is responsible for providing professional, accurate and timely customer service to policyholders and other relevant parties in relation to life insurance policies. The role handles enquiries across multiple communication channels, supports customers through policy servicing and claims procedures, verifies policy-related information and annual statements of account, and ensures accurate maintenance of customer and policy records.

The position requires an experienced and mature customer service professional with sound knowledge of life insurance operations, the ability to communicate clearly and confidently with customers, and a strong improvement mindset. Beyond handling daily work, the role is expected to review how daily tasks and procedures are carried out, identify what is not working well, and recommend and help put in place practical improvements.

Key Responsibilities

Customer Service & Policy Enquiries

Handle enquiries from policyholders and other relevant parties regarding life insurance policies, policy benefits, policy status, premium payments, policy servicing and other policy-related matters.

Respond professionally to enquiries received through telephone, email, face-to-face meetings and other electronic communication channels.

Explain policy information and administrative procedures to customers in a clear, accurate and customer-friendly manner.

Follow up customer enquiries and requests to ensure matters are appropriately addressed and properly documented.

Handle customer concerns and complaints professionally and escalated more complex cases to the appropriate parties where necessary.

Claims Support

Explain claims procedures, documentation requirements and submission processes to policyholders and claimants.

Assist customers in understanding the information and supporting documents required for claims.

Liaise with internal colleagues or external partners and relevant parties to facilitate the handling and follow-up of claims enquiries.

Maintain proper records of claims-related customer communications and follow-up actions.

Annual Statements & Policy Administration

Review and verify annual statements of account and other policy-related statements for completeness and accuracy before issuance, in accordance with established procedures.

Check customer, policy and transaction information and identify discrepancies requiring clarification or correction.

Perform accurate data input, maintenance and updating of customer and policy information in relevant systems.

Conduct appropriate checking and verification to maintain accuracy and integrity of customer and policy records.

Support routine policy administration and servicing activities.

Service Quality & Compliance

Maintain a high standard of customer service and professional conduct.

Handle customer and policy information with appropriate confidentiality.

Follow established operational procedures, internal controls and applicable regulatory requirements, and raise suggestions where procedures are unclear, outdated or not working well.

Maintain complete and accurate records of customer enquiries, correspondence and follow-up actions.

Work closely with colleagues across relevant functions to resolve customer enquiries efficiently.

Process Improvement

Review daily tasks, procedures and workflows to identify steps that are slow, duplicated, manual, error-prone or confusing for customers.

Look for patterns in recurring enquiries, complaints and errors, find the root cause, and propose fixes rather than handling each case in isolation.

Make clear, practical recommendations to the supervisor, supported by examples and simple data such as volumes, turnaround times and error counts.

Help put approved changes into practice, including updating procedures, checklists, templates and standard customer letters.

Suggest where manual work can be simplified, standardised or automated using existing systems and tools.

Keep procedure documents up to date and help train colleagues on revised ways of working.

Check whether changes have worked after they are introduced, and follow up where further adjustment is needed.

Make sure all improvements continue to meet internal controls and regulatory requirements.

Perform other duties and assignments as assigned by the supervisor from time to time.

Qualifications & Experience

Diploma, Higher Diploma or university degree, preferably in Insurance, Business Administration, Finance or a related discipline.

At least 5 years' relevant customer service experience in the life insurance industry, with practical experience in dealing directly with policyholders.

Good practical knowledge of life insurance policy servicing and claims procedures.

Experience in verifying policy information, statements or other customer/policy records.

Strong attention to detail and a high level of accuracy in data entry and document checking.

Good command of written and spoken English and Chinese, including Cantonese and Putonghua.

Mature, presentable and customer-oriented, with professional interpersonal skills.

Strong communication and problem-solving skills with the ability to explain insurance and administrative matters clearly to customers.

Able to handle customer enquiries independently while working effectively as part of a team.

Responsible, organised and able to handle multiple customer cases and follow-up matters.

A track record of spotting what is not working in daily operations and making practical improvements. Candidates should be ready to give real examples at interview.

An analytical approach: able to map a process, find the root cause of recurring problems, and use simple data (for example in Excel) to support a recommendation.

Proactive, with a strong improvement attitude: willing to question how things are done, speak up with suggestions, and take ownership of seeing changes through.

Open to change and new systems, and able to help colleagues adopt new ways of working.

Proficiency in Microsoft Office and familiarity with insurance policy administration/customer service systems.

Relevant insurance licence(s) or professional insurance qualification(s) would be an advantage, particularly where relevant to the duties performed.

Teamwork and collaboration

Accountability and follow-through

Data and documentation accuracy

Professional conduct

Initiative and continuous improvement

Problem solving and root-cause analysis

Other Job Openings

We are always looking for people who are passionate and want to make a difference in the insurance industry. Join Asia Insurance and be part of our family.

https://www.asiainsurance.hk/join-us

• We offer 5-day workweek.
• Remuneration package will be commensurate with qualifications and experience.

Personal data provided by applicants will be used strictly in accordance with the Company's personal data privacy policy, a copy of which is available on request.