O/SO, Distributor Service Walk-in Centre

Our client is seeking a dedicated and customer-focused (Senior) Officer to join their Distributor Service Walk-in Centre team. The successful candidate will be responsible for delivering high-quality customer service support to their distribution partners, handling enquiries related to Life Underwriting, Policy Administration, and Claims. This role requires agility in both verbal and written communications while maintaining a composed, solution-oriented approach.

Responsibilities:

• Respond to distributor enquiries across various insurance service areas including Underwriting, Policy Administration and Claims.
• Deliver exceptional end-to-end service with a strong customer-centred approach.
• Manage high volumes of inbound and outbound communication with the sales channel, including walk-in counter services where assigned.
• Accurately identify distributor needs, resolve issues effectively and offer reliable solutions.
• Foster constructive relationships with distributors, enhancing engagement through proactive service.
• Anticipate complex issues and handle service escalations promptly.
• Provide insights and feedback to management regarding service performance and operational issues.
• Prepare and consolidate monthly and annual service performance reports.

Qualifications and Requirements:

• Holder of a recognised university degree.
• Minimum 4 years of relevant experience in Life Underwriting, Policy Administration and Claims within the insurance industry.
• At least 2 years' experience in customer service, preferably within a Contact Centre or similar service environment in the financial or insurance sector.
• Strong command of English and Chinese, both spoken and written; proficiency in Putonghua is advantageous.
• Solid computer literacy with working knowledge of Microsoft Excel, Word, and PowerPoint.
• Technologically adept, capable of navigating telephone systems and relevant service software tools.
• Excellent verbal communication, critical thinking and negotiation skills.
• Highly results-oriented and able to maintain performance standards under pressure.

If you are passionate about delivering excellent service, enjoy working in a fast-paced environment and are looking to grow your career in the insurance industry, we welcome your application for this exciting role in Hong Kong.