Posted on 2021-10-11

Senior Customer Service Officer

Morgan McKinley

Core Responsibilities

  • Deliver quality customer care and services, handle enquiries or complaints through letters, telephone calls, emails, walk-in and interactions with brokers and/or alternate distribution channels;
  • Meet targets set for speed, accuracy, quality, clarity and empathy, with minimal supervision, in particular demonstrating a "problem solving" and "can do" mentality to meet the needs of our customers at all times;
  • Provide excellent customer service on all products suites offered by the Company with promptness and high degree of accuracy;
  • Act proactively to respond to enquiries, or complaints through setting customer expectations and meeting agreed deadlines;
  • Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market;
  • Execution of customer retention programs and identify cross-selling opportunities proactively. Achieve KPIs set by the Company;
  • Collect feedback, reflect customer needs and their expectations on the Company to team supervisor;
  • Build strong relationships with key customers, colleagues, intermediaries and other external contacts;
  • At all times taking full ownership of any issues and enquiries

Qualifications / Experience

  • Pass in IIQE Paper 1, 3 and 5 and fulfill the "Fit and Proper" criteria of GL23 to become an individual licensee
  • University graduate
  • At least 5 years of experience in the life insurance industry customer service
  • Good knowledge of insurance and/or investment products
  • Self-motivated, a quick learner and a good team player
  • Can deal with customers and distributors face to face, on the phone and or written correspondence
  • Excellent organizational and interpersonal skills
  • Good problem solving skills
  • Good command of both written and spoken English and Chinese (Cantonese and Mandarin)
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More job information
Job Function
Employment Term
  • Contract
  • Full-time
  • 3 years
Career Level
  • Middle management level
  • Degree