Overall purpose, duties and responsibilities of the role:
The position will serve as point of contact of customers, handling concerns, inquiries, policy related requests and complaints of customers. The role is expected to ensure that all customer concerns are addressed within agreed service level including administration of necessary/ requested adjustments in the customer policies based on existing terms, conditions and guidelines applicable to the policy.
Duties and Responsibilities:
Customer Service and Policy Administration
- Answer calls or emails and achieve first contact resolution regarding policy inquiries and or requests such as policy changes and financial transactions.
- Regularly update customers for non- first contact inquiries and or requests
- Process policy changes and financial transactions within set turnaround times
- Achieve customer satisfaction by identifying and assessing Customer's needs.
- Use right tools and methods following communication procedures, guidelines and policies of EWA to provide accurate, valid and complete information to customers.
- Keep records of customer interactions in the system for future reference.
- Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Take extra mile to engage customers as well as building sustainable relationships of trust through open and interactive communication.
- Be an SME or provide data on reports necessary for customer satisfaction and process improvements/approach.
- Conduct outbound calls for welcome call, resolution and updates to customer issues, and others.
- Any other task as assigned by the manager
Essential Skills / Qualifications:
- 4 years University degree preferably business course
- Has 0-1year work experience in Life insurance with knowledge in Customer service and policy administration (Traditional and VUL products)
- Excellent Communication skills oral and written
- Customer centric
- Have taken LOMA exams is a plus
- Familiar with MS programs such as outlook, word, ppt and excel
