Hang Seng Bank was one of Hong Kong's bancassurance pioneers with insurance business footprint started since 1965. Over the years, Hang Seng Bank has been committed to serve its customers by providing full spectrum of insurance products including Life Insurance manufacturing, distribution of General Insurance and Medical products, and MPF business.
Insurance is a fast-growing business and is one of the key drivers of Hang Seng Bank. As a well-established insurance entity, we take care of every need of our customers with an optimized service excellence through the Bank's retail and commercial network, with a dedicated team of professionals in place.
We are currently seeking a high caliber professional to join our department as Customer Care Manager, Underwriting and Claims.
Principal responsibilities:
Insurance is a fast-growing business and is one of the key drivers of Hang Seng Bank. As a well-established insurance entity, we take care of every need of our customers with an optimized service excellence through the Bank's retail and commercial network, with a dedicated team of professionals in place.
We are currently seeking a high caliber professional to join our department as Customer Care Manager, Underwriting and Claims.
Principal responsibilities:
- Give warm call to the customers on complicated new business / underwriting / claims cases to manage customer expectation to avoid any customer dissatisfaction
- Conduct fact-finding investigation against all customer complaints in relation to underwriting and claims in timely manner per the regulatory requirement and FIM guidelines, in order to drive for the areas of improvement on underwriting / claims customer journey
- Conduct analysis of customers' feedback on the underwriting and claims journey and benchmark with market players to drive for transformation agendas in order to provide the best-in-class services and to build up a strong brand identity in the market
- Review the effectiveness of operation procedure, identify any potential problem and collaborate with relevant counterparts to take remedial actions where necessary
- Provide quality training to distribution channels, branches and internal departments concerning claims area
- Participate in various projects on Underwriting / Claims related services
Requirements:
University degree, preferably with LOMA, CFMP qualifications or passes in the Insurance Intermediaries Qualifying Examinations New Business / Underwriting / Claims Minimum of 3 years' relevant experience in life insurance industry, with exposure in customer service a definite advantage Knowledge of life insurance products and solid understanding of insurance operations, especially on underwriting and claims Strong service orientation, with good interpersonal and communication skills Proficiency in both English and Chinese, with fluency in Putonghua an advantage High level of customer centricity mindset with dedication to deliver exceptional quality services for customers
