Job Purpose'As the direct point of contact for customers throughout the life of their insurance policy, mid-level customer service specialists are responsible for maintaining satisfaction, handling complex claims, and suggesting service improvements. With hands-on experience, they play a key role in improving the quality of the customer experience and retaining customers.Key Accountabilities (1)1. Handling requests and supporting customers- Receiving and processing requests related to insurance contracts via multiple channels: call center, email, directly, digital application.- Answering questions about benefits, compensation procedures, insurance premiums, renewal, information changes, etc.- Guiding customers to carry out administrative procedures, ensuring compliance with the process and committed time.- Coordinating with departments such as appraisal, compensation, legal to handle arising situations.Key Accountabilities (2)2. Experience management and contract maintenance- Track customer journey, detect risk points leading to contract cancellation or complaints.- Make periodic care calls, remind fees, consult on renewal and support contract renewal.- Record and handle complaints, respond to customers professionally, following procedures.- Propose improvements to care processes, enhance customer experience based on actual data.Key Accountabilities (3)3. Business support and internal training- Support the sales team in consulting and handling customer requests after sales.- Participate in training agents and collaborators on customer care skills and business processes.- Update policies, new products and communicate to customers in a clear and easy-to-understand manner.Key Relationships - Direct ManagerSenior Manager, Customer ServiceKey Relationships - Direct ReportsKey Relationships - Internal StakeholdersRelated divisions in companyKey Relationships - External StakeholdersInsurance Agents / Financial Consultants, External Service Providers, Government Regulators, Industry Associations / Consumer Protection OrganizationsSuccess Profile - Qualification and ExperiencesDegree/Professional:- University degree or higher majoring in economics, finance and banking;- Priority is given to having international qualifications and professional certificates in finance, insurance, customer services- Professional experience: Preferably have worked for at least 03 years in related fields such as investment, insurance, structural products in banks, financial institutions or enterprises;- Business English standard proficiency as required for the role.
