Job ref no.: 180003YN_1527655084

Senior Officer, Complaint Management

AXA China Region Insurance Company Limited

  • 5-day week
  • Dental plan
  • Discretionary bonus
  • Insurance plan
  • Medical plan

Job Responsibilities

  • Handle Life Insurance complaints, dis-satisfaction and compliments, adhere to operating guidelines, work within delegated authorities, meet departmental SLA targets and pass periodic independent quality control reviews.
  • Handle priority or non-priority complaint, compliment and dis-satisfaction cases from direct customers.
  • Perform acknowledgement, investigation on entitlement, resolution and response
  • Involve operations/distribution for case information, root cause reason and execution of approved actions.
  • Be responsible for following complaints and compliments operating guidelines which need to align with regional and AXA Group standards, including delegated authorities for resolution and compensation.
  • Escalate any cases whereby customers reject complaint or dis-satisfaction resolutions to Client Relationship Manger for review, re-assessment and additional actions or compensation if needed. Also escalate any complaints which are overdue / will not meet SLA TAT targets.
  • Work in conjunction with Marketing, Compliance, Legal, Distribution and Operations, to provide resolutions and responses in shorter timeframes than non-priority cases.
  • Assist various administration tasks to support the team

Job Requirements

  • Relevant working experience in insurance or banking industry is an advantage
  • Minimum 5 years of working experience in Customer Services or Complaint handling in Insurance products
  • Strong analytical, logical, negotiation and problem solving skills
  • "Can-do" attitude and able to work under pressure · Good communication and interpersonal skills
  • Experience in customer service or complaint handling is a MUST
  • Excellent written English and Chinese correspondence skill

More job information
Job ref no. 180003YN_1527655084 (CT3114945-01#0086)
  • N/A
Job Function
  • Central
Employment Term
  • Permanent
  • Full-time
  • 3 years - 15 years
Career Level
  • Non-management level
  • Degree