Officer, Customer Services (50000277)

Job Purpose

'As the direct point of contact for customers throughout the life of their insurance policy, mid-level customer service specialists are responsible for maintaining satisfaction, handling complex claims, and suggesting service improvements. With hands-on experience, they play a key role in improving the quality of the customer experience and retaining customers.

Key Accountabilities (1)

1. Handling requests and supporting customers

- Receiving and processing requests related to insurance contracts via multiple channels: call center, email, directly, digital application.

- Answering questions about benefits, compensation procedures, insurance premiums, renewal, information changes, etc.

- Guiding customers to carry out administrative procedures, ensuring compliance with the process and committed time.

- Coordinating with departments such as appraisal, compensation, legal to handle arising situations.

Key Accountabilities (2)

2. Experience management and contract maintenance

- Track customer journey, detect risk points leading to contract cancellation or complaints.

- Make periodic care calls, remind fees, consult on renewal and support contract renewal.

- Record and handle complaints, respond to customers professionally, following procedures.

- Propose improvements to care processes, enhance customer experience based on actual data.

Key Accountabilities (3)

3. Business support and internal training

- Support the sales team in consulting and handling customer requests after sales.

- Participate in training agents and collaborators on customer care skills and business processes.

- Update policies, new products and communicate to customers in a clear and easy-to-understand manner.

Key Relationships - Direct Manager

Senior Manager, Customer Service

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders

Related divisions in company

Key Relationships - External Stakeholders

Insurance Agents / Financial Consultants, External Service Providers, Government Regulators, Industry Associations / Consumer Protection Organizations

Success Profile - Qualification and Experiences

Degree/Professional:

- University degree or higher majoring in economics, finance and banking;

- Priority is given to having international qualifications and professional certificates in finance, insurance, customer services

- Professional experience: Preferably have worked for at least 03 years in related fields such as investment, insurance, structural products in banks, financial institutions or enterprises;

- Business English standard proficiency as required for the role.