Senior Insurance Customer Service Specialist

CTF Life; Hong Kong; On-site; HKD 240,000 - 300,000; Full time

Job summary

Chow Tai Fook Life Insurance Company Limited seeks a customer service professional to deliver accurate, timely support across the insurance servicing journey. You will resolve inquiries spanning New Business, Policy Administration, Claims and Premium Payments, ensuring compliance with internal policies and regulatory requirements.

The role requires a Bachelor’s degree or Higher Diploma in Business Administration or Insurance, IIQE qualifications, 2–4 years of relevant experience, and fluency in

Qualifications

• Bachelor’s degree or higher in business, insurance or related field.
• IIQE Papers 1, 3 and 5 are advantageous.
• 2–4 years customer service experience in life insurance, banking or financial services.
• Experience handling complaints and complex enquiries preferred.
• Proficient in English and Chinese, with good communication skills.

Responsibilities

• Handle customer and agent enquiries via face-to-face, telephone, email and digital channels.
• Resolve enquiries related to New Business, Policy Administration, Claims, and Premium Payments.
• Independently handle escalated enquiries and complaints with sound judgement.
• Conduct outbound calls for follow-up, service recovery and resolution of complaints.
• Support intermediaries, policyholders and customers with professionalism and accuracy.
• Contribute to service quality initiatives and coaching of junior team members.
• Ensure compliance with regulatory requirements, policies and procedures.
• Participate in projects, UAT and ad hoc assignments as required.

Skills

Customer service

Multichannel support

Strong communication

Bilingual English/Chinese

Team player

Education

Bachelor's degree or Higher Diploma in Business Administration or Insurance

IIQE Papers 1,3 and 5

LOMA qualification (advantage)

Job description

Chow Tai Fook Life Insurance Company Limited seeks a customer service professional to deliver accurate, timely support across the insurance servicing journey. You will resolve inquiries spanning New Business, Policy Administration, Claims and Premium Payments, ensuring compliance with internal policies and regulatory requirements.

The role requires a Bachelor’s degree or Higher Diploma in Business Administration or Insurance, IIQE qualifications, 2–4 years of relevant experience, and fluency in