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
none
Key Relationships - Internal Stakeholders
Staff within the Division
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.
