Chubb Life | Chubb Life: Manager, Customer Service

2 days ago


hong kong, Hong Kong SAR China Chubb Life Full time

As the core support of serving high net worth (HNW) clients and/or intermediaries from all distribution channels, the caliber will:

  • Provide one-stop service (including enquiry and processing of transactions) to HNW clients and/or intermediaries through oral and written communication in a prompt, friendly, courteous, accurate, and helpful manner.
  • Provide back-up support to the hotline and walk-in team of the CS Center when necessary.
  • Handle complaints/feedback as a first priority, including potential complaint cases.
  • Provide guidance to CSE to achieve departmental goals.
  • Guide and coach the CSE to resolve complicated cases and share experiences and knowledge to lead CSE in resolving problems clearly, accurately, and timely.
  • Assist in building and refining the framework for HNW support, including servicing and administration procedures and workflow.
  • Follow up on tasks to ensure enquiries/requests are suitably processed to achieve client satisfaction.
  • Work closely with the immediate supervisor/manager and distributors to ensure service delivery.
  • Review and update procedure manuals in accordance with changes in business requirements and regulatory compliance.
  • Prepare regular reports for management reporting.
  • Support company projects/initiatives assigned from time to time.
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