Our Client:
The role serve as the go-to person for resolving complex customer and advisor enquiries related to policies, documents, and application updates with a focus on timely and accurate resolutions.
The incumbent will be deliver a seamless experience for customers and internal stakeholders.
Job Description:
- Serve as the primary escalation point for complex customer and advisor enquiries regarding policy status, documentation requirements, and application progress, ensuring timely and accurate resolutions.
- Oversee the team’s daily workflow, distribute cases, and track progress to ensure all tasks are completed on time and service standards are met.
- Oversee daily processing of insurance applications, ensuring all related documentation is complete and accurately captured in the system.
- Liaise with sales advisors and underwriters to resolve administrative issues including document discrepancies or policy issuance delays.
- Ensure all case documentation adheres to internal policies and regulatory guidelines, assisting with audit preparations as needed.
- Identify administrative bottlenecks and suggest improvements to processes or systems that boost efficiency and enhance the customer experience.
- Generate regular reports on application turnaround times and team productivity, using data to spot trends and support better decision-making.
Job Requirement:
- Bachelor’s degree in Business, Finance, Insurance, or a related field.
- Minimum 5–7 years of experience in life insurance operations, with at least 2 years in a supervisory role overseeing case management admin or new business supporting.
- Proficient in life insurance operations, regulatory compliance (MAS, AML/KYC), and insurance systems with strong Excel skills for reporting.
- Detail-oriented with excellent customer service technique, analytical and problem solving skills.
- Excellent command in written and spoken English and Chinese.