Customer Retention Specialist

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia HFG Insurance Recruitment Full time

Key Accountabilities

The primary focus of this role is proactive customer engagement and retention within the life insurance domain.

Customer Retention & Engagement:

  • Work with Group Data and HK Operations on customer retention programs.
  • Make
    outbound calls to customers
    to understand and address their concerns, specifically to prevent them from leaving or dropping their coverage.
  • Proactively reach out to customers via
    outbound calls or emails
    to remind them about premiums due.
  • Encourage continuity of coverage and facilitate reinstatement for lapsed policies.

Service Delivery & Complaint Management:

  • Deliver a delightful service experience by providing accurate and timely responses that meet the targeted service turnaround time (SLA).
  • Manage customers' complaints and feedback, escalating issues when necessary.
  • Collaborate with various internal stakeholders to achieve fair outcomes and resolution.

Compliance and Business Support:

  • Comply with relevant regulations, internal guidelines, and procedures.
  • Support the business in achieving its financial goals and objectives.
  • Assist the manager on projects assigned by the company.

Qualifications and Experience

Required

  • Education:
    Diploma/Degree holder.
  • Experience:
    At least
    5 years of customer service experience in life insurance
    .
  • Relevant qualifications/certificates (e.g.,
    LOMA, IIQE 1, 3, 5
    ).
  • Competencies and Skills (NEED TO KNOW / NEED TO BE)
  • Insurance Knowledge:
    Good knowledge of life insurance and a good understanding of regulatory matters related to life insurance.
  • System Proficiency:
    Proficiency in using customer service software and tools (e.g.,
    CRM systems
    ).
  • IT Skills:
    Proficiency in MS Office skills and tech-savvy.
  • Product Knowledge:
    In-depth understanding of the company's products and services to effectively assist customers.
  • Language:
    Fluent in spoken Cantonese
    , with the ability to communicate professionally in business contexts.
  • Problem Solving:
    Strong skills in identifying customer issues and providing effective solutions.
  • Analytical:
    Good analytical, problem-solving, and decision-making skills.
  • Adaptability:
    Flexibility to handle a variety of customer inquiries and adapt to changing situations.
  • General Attributes:
    Good interpersonal skill and the ability to handle multitask simultaneously.

Key Performance Indicators (KPIs)

  • Quarterly / Annual achievement of
    SLA's
    for each in-scope market.
  • Quarterly / Annual achievement of
    KPI's
    .
  • Stakeholder feedback on performance and value creation through delivery of shared services operations capability.

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