Job Purpose
'Responsible for providing the best financial security and protection options to Customers using Insurance products and increasing the strong connection between Customers and Techcombank
Key Accountabilities (1)
'1. Consulting and Sales
(i) Customers: Protecting the most important things for Techcombank's customers:
Introduce and advise on insurance products most suitable for each stage of customers' lives (protecting health, family, finances, personal assets...)
Bring customers the best experience in terms of service quality before and after sales
Complete all necessary documents for the Customer's Insurance contract, assist customers with medical examinations, hand over insurance documents to customers, and assist customers with claim procedures, and submit compensation claims in accordance with the regulations of TCB and insurance partners
Handle and resolve urgent/unscheduled customer support requests in a quick, timely, and satisfactory manner.
Look for opportunities to introduce customers to other sales forces at Techcombank (For example: cards, accounts, savings,...)
Be the first point of contact for customers when they have support requests, inquiries, or insurance-related problems.
Store and update daily/weekly/monthly reports on sales results/customer referral results from Techcombank's sales force
(ii) Service: Creating and ensuring service quality and relationships with customers
Build strong, good relationships with customers, so they always believe that "Techcombank is the best insurance product provider"
Be the first point of contact for customers when insurance-related needs arise.
Ensuring the best service quality in every step of the customer's experience journey
Proactively provide services to customers to strengthen relationships (remind renewal fees, keep in touch with customers on special occasions/promotion programs,...)
Key Accountabilities (2)
Systems and processes
Comply with Techcombank's policies on: information security, customer privacy, and behavioral standards of a Techcomer.
Comply with service quality agreements between TCB, insurance partners and customers
Comply with the process of selling and issuing insurance contracts according to the standards of TCB and insurance partners
Key Accountabilities (3)
People:
Continuously improve knowledge & soft skills to meet increasingly high and complex requirements for service quality, ensuring all customers are satisfied with the services provided through self-study and participate in training courses
Always have the spirit of self-learning in work and life
Always have an open attitude in sharing information with others in accordance with Techcombank's functions, duties and behavioral standards, and be willing to accept change
Take ownership and responsibility in work, through clear direction, towards outstanding results
Be fully aware of organizational culture and perform tasks according to Techcombank's core values and behavioral standards, demonstrating Techcomer's DNA.
Actively participate in Techcombank's organizational culture activities
Perform other related tasks as arranged by manager
Key Relationships - Direct Manager
Manager (Senior) Insurance Consultant or Director of Insurance Consulting
Key Relationships - Direct Reports
n/a
Key Relationships - Internal Stakeholders
Insurance consulting in the North/South, relevant departments within the RBG Division and relevant Divisions
Key Relationships - External Stakeholders
Customers, notary offices, Insurance companies, medical facilities, etc.
Success Profile - Qualification and Experiences
'Qualification
Bachelor's degree or MBA (priority majors in Insurance, Banking, Economics)
Language (English) requirement: Have Toeic certificate (or equivalent) according to the Bank's regulations
Professional Experience
Have at least 03 years of experience working in customer consulting in retail banking or life insurance/or experience in priority customer service/or experience in
business development, advertising.