Senior Officer, Customer Service

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

In this role, you will deliver professional, accurate and timely customer service by resolving customer and agent enquiries throughout the insurance servicing journey, while ensuring compliance with internal policies, regulatory requirements and service standards.

What the role is?

• Handle customer and agent enquiries through face-to-face interactions, telephone, email and digital channels.
• Resolve enquiries relating to New Business, Policy Administration, Claims, Premium Payments and other operational processes.
• Independently handle escalated or complex enquiries and complaints with sound judgement and professionalism.
• Conduct outbound calls for case follow-up, service recovery and complaint resolution.
• Provide professional support to intermediaries, policyholders and customers.
• Support service quality initiatives, knowledge sharing activities, and coaching of junior team members.
• Ensure compliance with regulatory requirements, company policies and operational procedures.
• Participate in departmental projects, system enhancements, user acceptance testing (UAT) and other ad hoc assignments as required.

Who we look for ?

• Bachelor's degree or Higher Diploma in Business Administration, Insurance or a related discipline preferred
• Professional insurance qualifications such as LOMA will be an advantage
• Minimum 2 to 4 years of customer service experience, preferably in life insurance, banking or financial services
• Experience in handling customer complaints and complex servicing enquiries is preferred
• Experience in a contact centre or omni-channel customer service environment will be an advantage
• Good command of spoken and written English and Chinese
• Strong communication and interpersonal skills
• Customer-focused mindset with a willingness to learn and develop
• Positive attitude, responsible, self-motivated and a good team player
• Passes in IIQE Papers 1, 3 and 5
• Willing to work on rotational Saturday shifts (half day)

Personal Information Collection Statement

At Chow Tai Fook Life Insurance Company Limited ("the Company") we respect the privacy of your personal data and are committed to fully complying with the Personal Data (Privacy) Ordinance ("the Ordinance").

The personal data that we collect and/or hold (whether contained in this application form or otherwise obtained) includes your personal details, contact information, education and training details, employment details, financial details, and information on your social circumstances.

Provision of personal data by you is mandatory for selection purposes. Personal data collected through this application will be used by the Company to assess your suitability to assume the job duties of the position for which you have applied. The Company may not be able to process your application if you fail to provide your personal data.

Applicants not contacted within four weeks after the interview / test may consider their application unsuccessful. The information provided will be kept for 2 years for consideration of other suitable posts.