Responsibilities:

• Provide end-to-end complaint handling service from acknowledge receipt, prepare complaint case summary, conduct complaint investigation, facilitate complaint decision as well as issue communications to all stakeholders, brokers, the Hong Kong Insurance Authority and complainants.
• Produce regular complaint handling reports and data analysis reports on timely manner.
• Deliver quality customer service and handle enquiries or complaints through letters, telephone calls and emails.
• Evaluate and define adequacy of quality assurance standards.
• Devise sampling procedures and directions for recording and reporting quality data of customer service processing.
• Proactively lead and work closely with colleagues in other departments, with the aim of improving the service (not limited to complaint) to our key distributors and customers for gaining positive customer feedback.
• Review the implementation and efficiency of quality as input for refining the quality assurance standards.
• Responsible for managing customer engagement related communications.
• Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market.
• Perform the role as Subject Matter Expert (“SME”) representing Operations while participating in company projects as required, including providing resource to support items such as testing for idea, feasibility study, delivery and implementation.
• Recommend changes to procedures/processes and participate in their implementation.

Job Requirements: