Job Category: Customer ServiceJob Description:Summary:This position is the core support of serving high net worth (HNW) clients and/or intermediary from all distribution channel and to provide one-stop service (including enquiry and processing of transactions) to HNW clients and/or intermediary through oral and written communication in the kind of service which is prompt, friendly, courteous, accurate and helpful. This position will also provide back-up support to the hotline and walk-in team of CS Center when necessary to handle complaints / feedback at first priority, including potential complaint cases.Key responsibilities:To provide one-stop service from enquiry to processing to HNW clients and/or intermediary from all distribution channels, including walk-in, hotline and email, etc.To guide and coach the CSE to resolve complicated case and share with them their experience and knowledge in order to lead CSE to resolve problems in a clear, accurate, and timely mannerTo demonstrate good service practice to CSE.To assist in building up and refine the framework on the HNW support, including but not limited to servicing and administration procedures and workflow.Follow up task to ensure enquiries / requests are suitably processed to achieve their satisfaction.To work closely with the immediate supervisor / manager and also distributors to ensure service deliveryTo review and update procedure manuals in accordance to the change of business requirements and regulatory complianceTo prepare regular reports for management reportingTo support the company projects / initiatives being assigned from time to timeQualifications:Key requirements:Minimum of 5 years of solid work experience preferably in one or more discipline in life administration on customer service, underwriting or policy administration.With exposure to high net worth / wealth management business is an advantageFluent in both oral and written English and Chinese. Mandarin is required.Good communication and negotiation skills, with thorough understanding of company products and an ability to explain complex information in customer terms.University graduate preferredRequire to pass/already passed IIQE, obtain agent license and fulfil CPD program for providing insurance advice to customers.Good service attitude and willing and able to work under pressure
