Senior Customer Service

Reports to: CS Supervisor

Role Purpose: Handle customer retention activities and renewal premium collection

Key Accountabilities:
• Work with sales team/bank partners to ensure all opportunities for premium collection and lapsed prevention;
• Coordinate with team members to maximize premium collections in a timely and effective manner, and to minimize lapsed rate;
• Perform trend analysis and propose plans to retain & drive loyalty;
• Build up Retention Manual & Guideline for policy retention;
• Daily operational responsibility for productivity and performance management of the collections team;
• Study & propose different premium payment methods and channels to maximize customer convenience;
• Participate and contribute to CS related projects/initiatives to improve the customer experience and customer-centricity mind set;
• Handle complaints, customer service activities & POS transactions within delegation;
• Other tasks assigned by Line Manager/Manager.

Education University degree in insurance, finance, economics, MKT

Years of Related Work Experiences: At least 5 year experience in Life Insurance

Desirable Criteria: At least 5 year experience in Life Insurance Operation

Good at English communication

Technical/Professional Competency Requirements:
• High agility to change (innovation mind-set) and strong in customer service mindset
• Strategic & creative thinking with problem solving skills
• Demonstrate to work across the organization and drive continuous improvement.
• Strong in communication and effective management skills

Core Competency Requirements:
• Good communication and customer service mind;
• Highly committed, well-organized, pro-active, innovative, honest, integrity, thorough, persevere and diligent
• Result oriented;

- Company's policy

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