Officer, Customer Service

Job Description Summary

The role, reports to team leader of Customer Service to handle policy servicing transaction with high accuracy and deliver quality customer service under Customer Service.
The key result indicators for this role are:
Provide excellent customer service to policy owner, business partner and potential customer through various means including but not limited to letter, email, audio/video call or face to face meeting, etc.
Process policy servicing transactions independently with zero error and within target turnaround time.
Report and escalate any daily operations issues and propose feasible solution for management review

Job Description

Responsibilities:

• Collaborate with business partner or different internal teams to deliver quality customer service.
• Handle enquiry/feedback/complaint from customer or business partners through different means of contact including but not limited to letter, email, audio/video call or face to face meeting, etc.
• Process financial and non-financial policy servicing transactions in different administration systems in complying to the process guidelines, target turnaround time and with zero error.
• Ensure a good follow-through of customer’s service request till its completion.
• Report daily operations issues to team leader with proposed feasible solution.
• Participate in ad hoc projects or tasks if assigned.
• Being a team player to back up other team member for service continuity purpose.
• Comply with internal policies, procedures and relevant laws and regulations.

Requirements:

• Holder of a diploma in any discipline
• 2 years of experience in life insurance
• Good interpersonal and communication skills
• Good command of both written and spoken English and Chinese (included Mandarin)
• Proficiency in MS office, Excel, Word, Powerpoint
• Customer centric mind set with a desire to provide excellent customer service
• HKIA licensing (Paper 1 & 3) required

Equal Opportunity Employer

Aegon Asia provides equal employment opportunities for employees and applicants throughout the employment life cycle, including recruitment and selection, promotions, transfers, training and development, compensation and benefits, performance management, disciplinary procedures, Company-sponsored social and recreational programs and termination. No one will be discriminated against because of race, color, religion, sex, age, national origin, sexual orientation, gender identity, pregnancy, family circumstances, physical or mental disability, marital status, participation in the uniformed armed services or any other status protected by law.