Senior Officer, Life Claims

Prudential

Hong Kong
Permanent
Full-time

19 days ago

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.This role will be responsible for handling claims enquiries in compliance with internal and regulatory guidelines, logging all enquiries in a clear and concise manner, and achieving performance KPIs (follow ups and response times, etc.). This role will also assist in monitoring customer satisfaction surveys and implementing initiatives to improve customer experience, as well as assessing cases with main focus in major/minor claims, assisting in higher approval of claims exceeding assessors’ authority, taking part in departmental projects, and supervising subordinates in handling daily operations.Job Responsibilities:

Respond to agents' enquiries and other agent related enquiries
Reply or follow up on incoming correspondence and emails
Assist in monitoring customer satisfaction surveys and implement initiatives to improve customer experience
Follow up on additional supporting documents to facilitate the decision on underwriting, compliance and premium financing after case submission
Approve claims cases within TAT
Conduct claims investigation
Prepare tailored made letters (including decision and investigation letters)
Handle ad hoc assignments from management
Handle claims appeal case / complaint cases related to claims

Job Requirements:

Bachelor’s degree in Life Insurance, including FLMI (Fellow, Life Management Institute), ALHC (Associate, Life and Health Claims), ACS (Associate, Customer Service) would be an advantage.
Passed Paper I, III & V of IIQE
Minimum of 4 years claims experience in individual life insurance (including hotline)
Excellent command of English and Chinese – both written and spoken.
Proficient in MS Office and Chinese typing
A good team player who is eager to learn and strive for improvement
Attention to details with high accuracy rate
Good communication and interpersonal skills
Ability to work independently
Candidates with less experience may be considered as Officer

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

Prudential

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