Job ref no.: 226711405-R-0012046
FWD Life Insurance Company (Bermuda) Limited

Senior Officer/Officer, Customer Relationship

FWD Life Insurance Company (Bermuda) Limited

Established in Asia in 2013 with a trailblazer mentality, FWD is the primary insurance business of investment group, Pacific Century Group (PCG), with minority shareholders Swiss Re Group, GIC Ventures, RRJ Capital and Hopu Investments.

FWD spans 10 markets in Asia including Hong Kong SAR & Macau SAR, Thailand, Indonesia, the Philippines, Singapore, Vietnam, Japan, Malaysia and Cambodia. In Hong Kong, FWD offers life and medical insurance, general insurance, employee benefits, and financial planning. We focus on creating fresh customer experiences and making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD aims to be a leading pan-Asian insurer by changing the way people feel about insurance.

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

The Job:

• Investigate, escalate, and settle complaints related to Life Insurance, GI, EB, and MPF.
• Ensure customer complaints are handled in compliance with all policies, rules, guidelines, requirements prescribed by regulators and the Company.
• Work collaboratively with other departments on resolutions of complaints.
• Identify gaps, improvement opportunities from complaints about review and escalate to supervisors/respective business unit for improvement actions.

The Person:

• Secondary or above qualification, university graduate preferred.
• At least 3 years experience in Customer Service role
• Experience in call center, service centre and correspondence, preferably insurance related
• Customer-oriented mindset with a passion for providing excellent service and driving for resolution
• Good command of both written and spoken English, Cantonese, and Mandarin. (especially written)
• PC literate in MS Office including MS word, excel, and Chinese word processing
• Detail-orientated with good organizing and analytical skills 
• Good communication and listening skills

• Passed Paper I, II, III & V of IIQE and LOMA qualification are well regarded

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. 226711405-R-0012046
  • 30,000 - 35,000 / month
Job Function
  • Kwun Tong
Employment Term
  • Permanent
  • Full-time
  • 3 years - 4 years
Career Level
  • Entry level
  • Diploma or equivalent
  • 5-day week
  • Discretionary bonus
  • Medical plan