Responsibilities:

• Manage the Complaints investigation team in handling customer complaints to both Life and General Insurance products.
• Handle complaints from direct customers and regulatory bodies, ensuring thorough investigation and timely resolution.
• Investigate and resolve complaints in accordance with internal operating guidelines, delegated authority levels, and service level agreements, ensuring compliance with quality control standards.
• Manage the full complaint lifecycle, including acknowledgment, entitlement assessment, resolution, and response.
• Collaborate with Operations and Distribution teams to gather case information, identify root causes, and implement approved corrective actions.
• Ensure adherence to complaint handling protocols, including resolution and compensation guidelines.
• Identify recurring issues and provide recommendations for process improvements and enhanced customer experience.

Requirements:

• 4–6 years of experience in customer service or complaint handling, specifically related to insurance products.
• Strong analytical, logical reasoning, negotiation, and problem-solving skills.
• Proficient in written English and Chinese for professional correspondence.
• Fluent in spoken English, Cantonese, and Mandarin.