Complaint Handling, Senior Officer

Responsibilities

• Handle Life and General Insurance complaints, adhere to operating guidelines, work within delegated authorities, meet departmental SLA targets and pass periodic independent quality control reviews
• Handle and investigate complaint cases from direct customers
• Perform acknowledgement, investigation on entitlement, resolution and response
• Involve operations/distribution for case information, root cause reason and execution of approved actions
• Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation
• Work in conjunction with Customer Service, Marketing, Compliance, Legal, Distribution and Operations and other counterparts, to provide resolutions and responses.

Qualifications

• Relevant working experience in insurance or banking industry is an advantage
• Minimum 3 years of working experience in Customer Services or Complaint handling in Insurance products
• Strong analytical, logical, negotiation and problem-solving skills
• Good communication and interpersonal skills
• Excellent written English and Chinese correspondence skill
• Good verbal communication in English, Cantonese and Mandarin

Eames Consulting is acting as an Employment Agency in relation to this vacancy.