Senior Customer Service Officer (Insurance)

As the direct point of contact for customers throughout the life of their insurance policy, mid-level customer service specialists are responsible for maintaining satisfaction, handling complex claims and suggesting service improvements. With hands-on experience, they play a key role in improving the quality of the customer experience and retaining customers.
Key Accountabilities (1)
Receive and process customer requests
Manage the process of receiving requests related to insurance contracts via multiple channels: call center, email, direct, digital application.
Respond accurately and professionally to questions about benefits, payments, insurance premiums, renewals, information changes, etc.
Guide customers to carry out administrative procedures, ensure compliance with the process and commitment time.
Coordinate closely with departments (Appraisal, Compensation, Legal, etc.) to handle arising situations.
Monitor processing progress, update status for customers, propose improvements to enhance experience.
Key Accountabilities (2)
Operate and develop business support systems
Participate in building business processes, product policies and propose improvements to the department's operating system, ensuring efficiency and compliance.
Prepare reports, coordinate the implementation of process automation projects, improve productivity and customer experience.
Research, propose and deploy new products in line with market demand and business orientation.
Analyze competitors' activities to update trends, thereby proposing initiatives to improve services and support systems.
Key Accountabilities (3)
Business support and internal training
Support the sales team in consulting and handling customer requests after sales.
Participate in training agents and collaborators on customer care skills and business processes.
Update policies, new products and communicate to customers in a clear and easy-to-understand manner.
Qualifications and Work Experience
Degree/Professional
University degree or higher majoring in economics, finance and banking;
Priority is given to having international qualifications and professional certificates in finance, insurance, customer services
Professional experience: Preferably have worked for at least 05 years in related fields such as investment, insurance, structural products in banks, financial institutions or enterprises;
Business English standard proficiency as required for the role.