Senior Officer, Customer Services (50000276)

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. Receive and process customer requests

- Manage the process of receiving requests related to insurance contracts via multiple channels: call center, email, direct, digital application.

- Respond accurately and professionally to questions about benefits, payments, insurance premiums, renewals, information changes, etc.

- Guide customers to carry out administrative procedures, ensure compliance with the process and commitment time.

- Coordinate closely with departments (Appraisal, Compensation, Legal, etc.) to handle arising situations.

- Monitor processing progress, update status for customers, propose improvements to enhance experience.

Key Accountabilities (2)

2. Operate and develop business support systems

- Participate in building business processes, product policies and propose improvements to the department's operating system, ensuring efficiency and compliance.

- Prepare reports, coordinate the implementation of process automation projects, improve productivity and customer experience.

- Research, propose and deploy new products in line with market demand and business orientation.

- Analyze competitors' activities to update trends, thereby proposing initiatives to improve services and support systems.

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 05 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.