Assistant Manager, Customer Service - HSBC Insurance

Job description

Some careers grow faster than others.

If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.

HSBC Insurance provides a comprehensive range of life products and services to suit the every possible need of our personal, commercial, corporate, institutional and private banking customers. As a leader in new life insurance business and Hong Kong's largest administrator of retirement schemes, the business serves this diverse client portfolio from its management offices in Hong Kong and through a wide network of banking, consumer finance and insurance subsidiaries throughout the Asia-Pacific region.

We are currently seeking a high caliber professional to join our team as Assistant Manager, Customer Service .

Principal responsibilities

· Prepare and Review business correspondence to answer customer's enquiries or complaints
· Prepare and Review business correspondence to answer regulator's enquiries
· Prepare regular reports and monitor the service level
· Handle enquiries from various parties, such as bank's complaint team, product team, sales support team and contact center in China
· Provide briefing, coaching and training to contact center in China
· Identify opportunities for streamlining contact center in China processes and procedures to improve productivity and control cost
· Quality check outputs of Contact Centre hotline teams such as letters, reports and payment authorization
· Handle complaint, complex and problem cases on timely basis, with sorting out and recommend possible solutions for manager approval
· Enhance and improve overall communication with other departments in in good quality and can meet client satisfaction
· Assist manager for updating or preparing Customer Services procedure manual then communicate with related departments to implement manuals to different channels
· Assist the manager in formulate and develop strategies related to customer service in order to get client satisfaction through continuous improvement, and support any ad hoc project

Desired profile

Qualifications :

Requirements

·  University degree in Business or related discipline
·  Solid years of relevant experience in Customer Service of Life Insurance industry, experience in handling customer complaint is preferable
·  Hands on experience and strong sense on providing high quality of Customer Service
·  Result oriented, excellent analytical and problem solving ability
·  Responsible, well organized and attentive to details
·  Sound technical knowledge of Life Insurance operations and systems
·  Proficient in written English and Chinese
·  Strong computer skill in MS Work, Excel, PowerPoint and Chinese word processing

You'll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.