Chubb Life HK: Case Manager (HNW CS)

Chubb

  • Hong Kong
  • Permanent
  • Full-time
  • 9 days ago
SummaryJOB DESCRIPTIONThis 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 manner
  • To 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 delivery
  • To review and update procedure manuals in accordance to the change of business requirements and regulatory compliance
  • To prepare regular reports for management reporting
  • To support the company projects / initiatives being assigned from time to time
QualificationsKey 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 advantage
  • Fluent 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 preferred
  • Require 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
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