Reporting to the Regional Operations Lead, the Operation Officer will be responsible for providing exceptional client support and account management assistance to our customers, which include individual consumers and financial advisors. You will serve as the primary point of contact for handling all inquiries, concerns, and requests related to the assigned individual accounts under your portfolio.

Key Duties and Responsibilities

• Manage all facets of the individual accounts entrusted to you, including expansion, retention, and pricing matters
• Deliver outstanding client service and care by taking ownership of daily account-related affairs
• Ensure adherence to best practices and collaborate with various business units to resolve any third-party issues
• Maintain comprehensive service and product knowledge to provide suitable recommendations to clients
• Accurately update all member records and ensure the data can be utilized for quality and compliance purposes

Required Qualifications and Competencies

• Excellent client service experience, preferably within the insurance industry
• Proficiency in English, Cantonese, and Mandarin
• Strong communication and interpersonal skills to effectively liaise with clients and internal stakeholders
• Ability to work independently and as part of a team to meet deadlines and achieve client satisfaction
• Familiarity with customer relationship management (CRM) systems and data management
• Problem-solving skills and attention to detail to handle complex account issues
• Adaptability and willingness to learn new products and services

Desirable Additional Qualifications

• Prior experience in the insurance industry or financial services sector
• Certification or training in client service or account management