Customer Service Officer, Insurance Solution Center

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 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, visit www.fwd.com and www.fwd.com.hk.

The Job

• Perform services for customers and sales channel personnel (e.g., agents, brokers, IFAs, and bank partners) at remote Customer Centers.
• Handle frontline counter enquiries, prepare replies to letters, emails, and faxes, prepare quotations, retrieve documents, and support preparation work for accounts analysis.
• Assist in checking and proceeding with New Business application pre-approval acceptance for all new business application submissions at remote Customer Centers.
• Support Life Operations projects such as LA and Claims Instant Cheque Services.
• Collect customer feedback and suggestions to improve overall satisfaction.
• Initiate improvements to existing operating practices by drafting procedures and processes.
• Raise concerns and suggestions regarding employee satisfaction and support improvements within the team.
• Ensure timely and accurate follow-up on customer complaints and requests.
• Customer Center locations: Quarry Bay (Primary), Tsim Sha Tsui.
• Customer Center operating hours: Mon–Fri 09:00–18:00, Sat 09:00–13:00.

The Person

• University degree holder with 1–5 years’ 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.
• Strong communication and problem-solving skills.
• Good organizing and planning skills.
• Industry-recognized certificate(s) of insurance studies.
• IIQE papers 1, 2, 3 & 5 are an advantage.