# Customer Service Officer, Insurance Solution Center [FWD Insurance](https://www.jorb.ai/firms/fwd-insurance.md) · Hong Kong · [Operations](https://www.jorb.ai/jobs/operations.md) FWD Insurance is hiring a Customer Service Officer, Insurance Solution Center in Hong Kong. Posted 2025-12-17; applications close 2026-08-10. **Apply**: https://fwd.wd3.myworkdayjobs.com/FWDcareersite/job/Hong-Kong---FWD-Tower/Customer-Service-Officer--Insurance-Solution-Center_JR-0024679 Posted 6mo ago. ## Role details ## About FWD Group FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com For more information about FWD Hong Kong, please visit www.fwd.com.hk/. ## The Job - Perform services for customers and sales channel personnel e.g. agents, brokers, IFA, bank partners at remote Customer Centers. - Execute additional tasks such as handling frontline counter inquiries, preparing replies to letters, emails, faxes, quotations, retrieval of documents, and preparation work for accounts analysis. - Assist in checking and proceeding New Business application pre-approval acceptance for all new business application submissions at remote Customer Centers. - Support Life Operation Projects such as LA and Claims Instant Cheque Services. - Collect feedback and suggestions from customers and help improve overall satisfaction. - Provide initiatives toward improving existing operating practices (drafting procedures and processes). - Express concerns and suggestions regarding employee satisfaction and help improve overall team satisfaction. - Responsible for timely and correct follow-up on complaints and requests from customers. Centers’ Locations: Tsim Sha Tsui, Sheung Wan, Quarry Bay. Centers’ Operating Hours: Mon - Fri 09:00 – 18:00, Sat 09:00 – 13:00. ## The Person - University degree holder with 1-5 years of work experience in financial institutions, preferably with experience in banking or customer service. - Proficient in Cantonese, English and Mandarin. - Excellent customer service and telephone manners. - Excellent communication skills and problem-solving abilities. - Good organizing and planning skills. - Industry-wide recognized certificate(s) of insurance studies. - IIQE papers 1, 2, 3 & 5 is an advantage. We offer 20-22 days of annual leave, excellent learning and development opportunities, and an attractive package to the right candidate. Information collected will be treated in strict confidence and used solely for recruitment purposes. The company will retain all applications for no longer than 24 months, after which they will be destroyed. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies, or companies controlled by or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, sex, disability or family status in the employment process. ## Applying to this role This Customer Service Officer, Insurance Solution Center role at FWD Insurance runs through the firm's own careers portal and expects a CV and cover letter written specifically for the posting, not a portable submission carried across firms. Jorb AI's application agent tailors a CV and cover letter from your background to this posting and tracks the role alongside the rest of your applications. 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