In this role, you will manage escalated feedback and complaints received from our policyholders, agency force members, regulator, industry bodies, government and social media. As part of this dynamic role, you will report to the Head of Case Management Unit (CMU) and work closely with the Lead and other case managers, and internal stakeholders to promptly and effectively resolve all issues and concerns and in providing resolutions that are fair to both policyholders and the company. You will perform proactive complaints trend analyses for presentations to management and for effective complaints management, and to translate complaints into learnings and areas for improvements to be shared with the respective teams or departments. You will work with a collaborative team to drive digital initiatives and enhance customer experiences.
Job Description:
- Manage, understand and record feedback and complaints that come in through various touchpoints and sources.
- Coordinate investigations of complaints by other departments, Agency Units and bank partners. Ensure reports are received within the stated turnaround time, and correctly address the feedback received.
- Analyze investigation reports / information received and make independent recommendations to the management for service resolutions.
- Coordinate service recovery actions with customers and relevant departments.
- Identify areas for improvement in current processes and highlight to other departments for review and change.
- Recommend solutions to prevent recurrence of similar complaints.
- Handle disputes that involve external parties and high level cases including mediation and adjudication sessions at CASE & FIDReC.
- Prepare statistics, monthly/quarterly complaints management reports, trend analysis and ad-hoc reports for circulation to Senior Management Team.
- Review and update procedure manual.
- Manage projects undertaken by the section.
- Be prepared to take on / be rotated to another role in Customer Management for development, growth and contributions.
Who we are looking for:
Competencies & Personal Traits
- Excellent written and spoken communication skills, preferably bilingual
- Pleasant disposition, patient with strong perseverance
- Meticulous and highly accurate
- Proficiency in Power Automate, Power BI and other Microsoft 365 services and tools is a plus
- Insurance knowledge will be an advantage
Working Experience
- At least 2 years of complaints management / customer service experience
Professional Qualifications
- Possess M5, M9, HI & M9A certifications
Education
- Degree in Business Administration/Management
Language
- English and Mandarin
