Assistant Manager (Customer Relations & Quality Assurance)
HKMC Annuity Limited
- Company Industries：Insurance/Pension Funding
Job Information
- Post Date：2022-05-13
- Career Level：Middle
- Location：Not Specified
- Yr(s) of Exp：5 years
- Qualification：Degree
- Employment Type：Full Time
- Job Function：Sales CS & Business Devpt Customer Service - Supervisor / Officer Insurance Others&n
Job Description
- To provide counter services to walk-in customers for enquiries, complaints and policy servicing support;
- To assess and investigate customer issues and complaints from all channels;
- To propose a resolution, prepare investigation reports and provide verbal / written reply for customer complaints in a timely manner;
- To conduct trend and root cause analysis of complaint cases and customer concerns, identify and drive improvement actions or remedies;
- To assist in monitoring and reviewing service quality and planning for continuous service enhancement;
- To provide coaching and assistance to staff in Customer Service Centre; and
- To perform ad hoc tasks as required.
Requirements:
- Tertiary educated with a minimum of 5 years' relevant working experience in customer service or complaint management in the life insurance industry; 2 years in quality assurance and a good understanding of Hong Kong insurance regulatory framework;
- Solid experience in handling inquiries and complaints from regulators and government bodies;
- Familiar with policies, guidelines, and regulatory requirements for life insurance, candidates with insurance professional qualifications is an advantage;
- Good command of both written and spoken English and Chinese, including Putonghua;
- Professional telephone manner with strong interpersonal and communication skills; and
- Good problem-solving skills, pleasant, self-motivated, able to work independently and under pressure.
Interested parties please send your full resume stating your current and expected salary by 26 May 2022.
Please visit https://www.hkmca.hk/eng/about_us/careers.html for other application methods.
Please ensure that all information provided to the HKMC Group is accurate, complete and updated. Data provided which is inaccurate or incomplete may influence the process and outcome of the recruitment exercise. Please read the HKMC Group Personal Information Collection Statement for Job Applicants at the HKMCA website before completing the application form. Personal data collected will be used for recruitment purposes only. Candidates not invited for interview within 8 weeks may consider their application unsuccessful.
Company Info
HKMC Annuity Limited, a wholly-owned subsidiary of The Hong Kong Mortgage Corporation Limited, is an authorized insurer to facilitate retirement
financial planning through provision of annuity products in Hong Kong.
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