Officer, Channel Services (Outbound)

Job Summary

This role is required to provide dedicated after-sales services to existing bancassurance customers. He / she is also expected to generate appointment with customers via outbound servicing call for sales team to follow up.

Job responsibilities

• Provide effective outbound call services to customers for problem payment, policy administration movement and claims pending cases follow up. Follow through customer request to enhance customer experience.
• Provide effective outbound call services to customers for premium reminder call (Overdue and To Be Due) and policy revival application of lapsed policy, to enhance persistency ratio of life insurance business.
• Deal directly with customers by face to face to handle regulated activities including but not limited to, Policy conversion, lump sum top up, MCH verification and other after sales service requests.
• Carry out clerical duties, including handling incoming emails and voice mails.
• Generate appointment with customers via outbound servicing call for sales team to follow up.
• Handle customer enquiry related to policy details and handle customer dissatisfaction to turn into positive services and build customer trust.
• Assist in preparing MIS reports as assigned
• Support and participate in projects and ad-hoc tasks as assigned by supervisor.
• Work collaboratively with teammates to solve customer issues as quickly and as efficiently as possible.

Job Requirements