Polaris Consultancy Limited reaches 19th Anniversary.

 **Visit our Website: http://www.polariscl.com.hk/ for job details. 

Positions:  Senor Officer/Officer/Assistant Officer (Underwriting, Claims, Policy Administration, Call Centre)

Positions offered would be depending on the qualifications and experience of the candidates.   

RESPONSIBILITIES:  

To execute any of the following job functions:      

a).  Life Underwriting (Officer)

• Providing support in the whole underwriting process, such as data capture, cases follow up,
• operation manuals updating and enquiries handling
• assisting in various projects and assignments.

b).  Life Claims (Senior Officer) 

• Handling daily claim cases, answering enquiries and providing claims support and services to the agents and customers
• Administer individual life claims according to company philosophy ad guidelines
• Handle claims related enquiries from policyholders and frontline agents
• Support departmental reporting
• Assist on any ad hoc task provided by the management

c).  Life Policy Administration (Contract)  

• Rendering assistance in various operations projects
• Assistant in operations system enhancement, preparing test plan, carrying out UAT, system testing and data cleansing. 

d).  Senior Officer/Officer/Assistant Officer Customer Service (Life Insurance Call Centre) 

• Handles enquiry on broad range of services issues from customers via hotline services, focus on handling in-bound calls
• Tracks enquiry for statistical & MIS report purpose
• Liaises with internal department, channels and customers on reply of enquiry and completion of requirement
• Handle complicated complaint from all channels, carry out investigation and liaise with relevant parties to obtain relevant information for decision making, propose resolutions / obtain approval from higher level and record the case details
• Conduct various outbound call with documented protocols
• Performs policy conservation with documented protocols
• Participates in customer service related projects
• Recommends solutions to improve the workflow and service in the team
• Process withdrawal request on spot according to authority and KPI
• Handle daily data input and ensure 100% accuracy 

e). Assistant Officer - Customer Service (Life Insurance Call Centre) 

• Conduct ILAS Post-sale call according to the respective procedure
• Conduct outbound call for the following items including welcome call, client request to change servicing consultant, unclear or stale cheques, adhoc assignments
• Achieve KPI and this will be communicated to team members regularly
• Provide answers to customer’s inquiries by in a professional and timely manner
• Identify complaint case and escalate to manager in a timely manner to avoid delay or missing case
• Produce accurate and timely report regarding daily activities and discussion records with customers

f).  Assistant Officer - Customer Service (Pensions Call Centre) 

• Handle MPF & ORSO enquiries through hotlines and e-mails
• Follow up customer enquiries and feedback with good quality standard 
• Ensure the delivery of service meet with our service standard & comply with regulatory requirements
• To assist junior colleagues in handling complaint cases/ demanding customers

REQUIREMENTS  

1.  General Requirements 

• Degree holder with professional insurance qualification (e.g. FLMI or ICA), passed some  IIQE papers
• Good Knowledge of Life Insurance or Pensions aspects.
• Strong analytical and problem solving skills.
• Able to work under high pressure with professional business acumen.
• Excellent leadership, interpersonal and communication skills.
• Familiar with MS Word, Excel & PowerPoint.
• Proficient in spoken & written English & Chinese (Cantonese & Mandarin).  

2.  Experience Requirements 

a.)  for  Life Underwriting (Officer) requires  minimum  2 year experience in life insurance underwriting 

b.)  for Life Claims (Senior Officer) requires 3 years of relevant working experience

c).  for  Life Policy Administration (Contract) requires 1-3 years or above experience gained in life insurance industry 

d).  for  Senior Officer/Officer - Customer Service (Life Call Centre) requires 4 - 7 years in Customer Service with good knowledge of insurance industry with good knowledge of life insurance 

e).   for Assistant Officer - Customer Service (Life Call Centre) requires 1 - 2 years in Customer Service with good knowledge of insurance industry will be an advantage 

f).  for Assistant Officer - Customer Service (Pensions Call Centre) requires a few months’ experience in banking and financial industries, preferably in call centre / customer service related, passed in MPF Exam preferred

Notes: Position offered would be depending on the qualifications and experience of the candidate.