Executive, Customer Service

Job description

Job Description Summary This role exists to handle policy servicing transaction and deliver quality customer service. The key result indicators for this role are: • Provide excellent customer service to policy owner, business partner and public through various means including but not limited to letter, email, audio/video call, in person meeting, etc. • Process policy servicing transaction independently with zero error and within target turnaround time. • Report and escalate any daily operations issues and propose feasible solution for management review. • Manage the file retention and destruction process. Job Description Responsibilities Collaborate with business partner and different internal teams to deliver quality customer service. Handle enquiry/feedback/complaint from internal and external customers through different means of contact including but not limited to letter, email, audio/video call, in person 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 up to its completion. Report daily operations issues to team leader with proposed feasible solution. Manage the file retention and destruction process. Assist with CRS & FATCA reporting/submission and participate in ad hoc projects or tasks if assigned. Back up other team member to ensure service continuity. Comply with internal policies, procedures and the relevant laws and regulations. Perform any projects or work assigned. Requirements High diploma or equivalent. Having a professional qualification such as FLMI is an advantage. At least 3 years of insurance operations experience in insurance industry, preferably in the High-Net-Worth Insurance Sector Ability to read and review Chinese-language documents and handle any verbal queries in Chinese Understanding of different entity structure, AML guidelines, FATCA and CRS requirements Able to work independently and under pressure with growth mindset Customer focus with a desire to provide excellent customer service Have good problem-solving skills and written communication skills Good interpersonal and collaboration skills Good team player and accountable Have good organization skills and attention to details. Proficiency in MS office, copilot, Excel, Word, Powerpoint We offer attractive remuneration package including performance bonus, 5-day work week, fringe benefits (medical, dental, life insurance) and good career prospect to the right candidate. Interested candidates are invited to submit the application with detailed resume stating educational background, working experience, current and expected salaries and contact number. Your application will be treated in strict confidence. Only shortlisted candidates will be notified. Personal data collected will be used for recruitment purposes. Personal data of unsuccessful applicants may be retained up to two years only. 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.