The incumbent role will work directly with the Head of Quality Enhancement and Service Management to effectively execute Complaint Management Framework within Cigna Healthcare HK, to manage the resolutions of a wide range of regulatory / customer complaints, market conduct disputes of different lines of business lines, as well as service coordination, facilitating relevant parties within Cigna Healthcare HK for compiling better customer experience for our customers. He/she will also be responsible for preparing correspondence replies to ensure effective customer service delivery.

Job Responsibilities:

• Effectively manage regulatory / customer complaints received via various channels
• Conduct detailed and thorough investigation into complaints with internal and external parties independently with adherence to relevant regulations and guidelines
• Execute service recovery actions and provide accurate and quality solutions to customers through written correspondences
• Effective delivery of customer correspondences with requests received via various channels (e.g call, letter)  in a swift and timely manner, addressing customers’ concerns professionally
• Prepare regular MI reports with detailed analysis to provide management with visibility.

Job Requirements:

• Tertiary education or above in any academic discipline;
• Minimum of 3 years' work experience in Customer Service, preferably in insurance or financial industry;
• Experience in correspondence/complaint management is highly preferred;
• Sound knowledge of Insurance Products;
• Strong self-motivation with good communication, negotiation and interpersonal skills;
• Strong driver role and ownership to deliver results within tight timeline;
• Good command of written and spoken English and Chinese;
• High level of customer-centricity mindset with dedication to deliver exceptional quality services for customers;
• Proficient in PC skills especially Excel and Chinese Word Processing.