Job ref no.: 69722743-R-0002103
FWD Life Insurance Company (Bermuda) Limited

Senior Officer, Customer Relations

FWD Life Insurance Company (Bermuda) Limited

  • 5-day week
  • Discretionary bonus
  • Medical plan

FWD spans Hong Kong, Macau, Thailand, Indonesia, the Philippines, Singapore, Vietnam and Japan. In Hong Kong, FWD offers life and medical insurance, general insurance, employee benefits, and financial planning. FWD is focused on creating fresh customer experiences, with easy-to-understand and relevant products, supported by digital technology. Through this customer-led approach, FWD aims to become a leading pan-Asian insurer that changes the way people feel about insurance.

FWD is the insurance business of investment group, Pacific Century Group. The life insurance and general insurance operating entities have been assigned strong financial strength ratings by international rating agencies. While FWD Life Insurance Company (Bermuda) Limited has been affirmed ‘A3’ by Moody's and ‘A’ by Fitch, FWD General Insurance Company Limited has also received ‘A’ rating from Fitch, all with a stable outlook.

In Hong Kong & Macau, FWD has been providing quality services to around 534,000 customers with over 730 staff.

If you are looking for a company where can fuel your inspiration and cultivate your expertise, join us on our exciting journey.

The Job

  • Responsible for investigating, handling and settling the Life Insurance grievances and complaints from different parties and sources
  • Respond directly to customers’ complaints, offer solutions and arrange recovery actions quickly in a professional and effective manner to protect our brand
  • Support Supervisor/Manager in the handling the complaints from regulatory/judiciary bodies
  • Work collaboratively with other departments on service resolution initiatives to eliminate obstacles and minimize its recurrence
  • Find out the root cause of the problems and coordinate with various business areas to arrange both short-term and long-term solutions
  • Analyse customer feedback and compile related statistics and reports for management review
  • Provide administration support for record keeping purposes

The Person

  • University degree is preferred with licensing qualifications of IIQE papers I, III and V
  • At least 3 years of insurance experience in complaint handling /customer service functions in Hong Kong
  • Understanding of insurance products, administration guidelines and policies, insurance regulations in life insurance business
  • Working knowledge of applicable laws, regulations, rules, code of conduct, etc
  • Strong verbal and written communication skills in English and Chinese
  • Good command of Putonghua is an asset
  • Strong problem solving abilities with creative mind-set & excellent negotiation skills
  • Good customer service mind-set and time management skills
  • Highly organized and ability to prioritize

Candidates with less experience will be considered as Officer.

We offer 5-day work, 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, sex, disability or family status in employment process.

More job information
Job ref no. 69722743-R-0002103 (CT3115925-01#0103)
Job Function
  • Sheung Wan
Employment Term
  • Permanent
  • Full-time
  • 3 years - 4 years
Career Level
  • Entry level
  • Degree