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)
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)
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)
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.
