Senior Officer, Customer Engagement
1 month ago
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply
Our people make all the difference in our success.
The incumbent will be responsible for performing various customer service functions through inbound / outbound regulated activities. The successful candidate should be analytical-minded and dedicated in a customer-focused career with strong desire for development in insurance field. Â
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Job Responsibilities:
·       Support email and hotline on global group policy queries
·       Verify policy coverage and eligibility for medical services via email and call, ensuring all the necessary information is obtained and documented.
·       Handle preauthorization requests from customers and healthcare providers with follow-up on progress and good record keeping.
·       Collaborate with internal teams, such as billing and claims to facilitate payment processes.
·       Stay updated on insurance plans, policies, and procedures to provide accurate information and guidance to customers.
·       Handle escalated customer issues and complaints, demonstrating empathy, problem-solving skills, and a commitment to customer satisfaction.
·       Provide administrative support including reports and correspondences.
·       Assist in the UAT on development of customer Portal and customer service project.
·       Assist in ad-hoc assigned duties.
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Job Qualifications:
·       Degree holder with at least 5 yearsâ customer service experience, preferably in insurance / banking industry.
·       Experience in handling Employee Benefits / Group Operations Hotline is preferred. Knowledge of medical terminology, insurance coverage, and preauthorization processes is highly desirable.
·       IIQE Paper 1 and 2 is a must, or qualification equivalent to the IIQE requirement.
·       Excellent in English, Cantonese, and Mandarin
·       Proficient computer skills, including MS office applications and English word processing. Experience of using Salesforce is a plus.
·       Strong customer-oriented mindset with excellent communication and interpersonal skills in both verbal and written, with the ability to effectively explain complex information to customers.
·       Excellent team player, independent, diligent and responsible, with a positive attitude under pressure
·       Flexibility to work on shift and weekends is required.
Please note that you must meet our posting guidelines to be eligible for consideration. Â Policy can be reviewed at this link.
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