Assistant Manager, Complaint Resolution (Life Insurance)

Your role

• Handle customer enquiries or complaints via regulatory bodies and distributors properly and timely
• Interact with complainants to provide and process information in response to their concerns about products and services by telephone, in person and/or in writing
• Carry out appropriate and adequate investigation for responsible complaint cases and strive to find a speedy/effective solution/service recovery to minimize the negative impact on customer experience and the business risks
• Assist in administrative support and handle tailor-made/complex correspondence within pre-set turnaround time
• Follow proper procedures with productivity and work up to required quality standards
• Follow-through with complainants and/or brokers/ex-agent during the investigation process and gather useful information in order to obtain a complete picture of the case and abnormal findings
• Challenge work practices and present options and recommendations on changes and initiatives, which will improve operation efficiency and ultimately, business success
• Identify service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc) of each touch point and proactively drive relevant parties to improve customer experience
• Assist in compiling accurate and relevant regular management reports timely
• Assist the Manager to provide training on complaint handling skills and procedures to improve overall service awareness and handling skill
• Bring in new and creative idea in service improvement from the customer perspective to enhance long term customer relationship
• Develop an effective working relationship with colleagues to ensure alignment of best working practice
• Keep abreast of the customer service market trend and propose new ideas/practices/technology, which add value to customer experience and improve overall productivity, service quality and cost efficiency
• Assist in ad-hoc project when required
• Responsible for overall control of correspondence log and deliver quality written reply within agreed turnaround time

Your Skills and Experience

• Bachelor degree holder with FLMI and ACS is an added advantage
• Minimum 7 years of experience in customer service environment with complaint management exposure gained in insurance or financial industry
• Good knowledge of the life insurance product and operations
• Good communication skills, professional telephone manner and complaint handling skills are essential
• Good command of English, Mandarin and Cantonese
• Proficiency in Microsoft Office applications including Word, Excel and Chinese Word Processing
• Good cultural awareness

Interested parties please simply click Apply Now to access our "Global Recruitment Management System" for submitting your application. 

You are invited to visit our web site at : http://www.zurich.com.hk