Job responsibilities:

• Handle Life and General Insurance complaints, adhere to operating guidelines, work within delegated authorities, meet departmental SLA targets and pass periodic independent quality control reviews.
• Handle and investigate complaint cases from direct customers and regulators, and meet the timelines of regulators
• Perform acknowledgement, investigation on entitlement, resolution and response
• Involve operations/distribution for case information, root cause reason and execution of approved actions.
• Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation.
• Be responsible for identifying problems & clarifying the complaints and making recommendations for future improvement

Job Requirements:

• Relevant working experience in insurance or banking industry is an advantage
• Minimum 4 years of working experience in Customer Services or Complaint handling in Insurance products
• Strong analytical, logical, negotiation and problem solving skills
• Good communication and interpersonal skills
• Excellent written English and Chinese correspondence skill
• Good verbal communication in English, Cantonese and Mandarin

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