Senior Officer/Officer, Customer Relationship
FWD Life Insurance Corporation
Hong Kong

The Job

  • Investigate, escalate, and settle complaints related to Life Insurance, GI, EB, and MPF.
  • Ensure customer complaints are handled in compliance with all policies, rules, guidelines, requirements prescribed by regulators and the Company.
  • Work collaboratively with other departments on resolutions of complaints.
  • Identify gaps, improvement opportunities from complaints about review and escalate to supervisors / respective business unit for improvement actions. The Person :
  • Secondary or above qualification, university graduate preferred.
  • At least 3 years experience in Customer Service role
  • Experience in call center, service centre and correspondence, preferably insurance related
  • Customer-oriented mindset with a passion for providing excellent service and driving for resolution
  • Good command of both written and spoken English, Cantonese, and Mandarin. (especially written)
  • PC literate in MS Office including MS word, excel, and Chinese word processing
  • Detail-orientated with good organizing and analytical skills
  • Good communication and listening skills
  • Passed Paper I, II, III & V of IIQE and LOMA qualification are well regarded
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