Job Responsibilities

· Assist the Head of Complaint Management to manage and lead the complaint team to handle complaints in relation to our insurance products in Life and General Insurance so as to maintain the professional image of AXA

· Handle Life and General Insurance complaints adhere to operating guidelines, work within delegated authorities, meet departmental SLA targets and pass periodic independent quality control reviews.

· Handle and investigate complaint cases from direct customers and regulators

· Perform acknowledgement, investigation on entitlement, resolution and response

· Involve operations/distribution for case information, root cause reason and execution of approved actions.

· Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation.

· Be responsible for identifying problems & clarifying the complaints and making recommendations for future improvement

· Work in conjunction with Customer Service, Marketing, Compliance, Legal, Distribution and Operations, to provide resolutions and responses.



Job Requirements

· Relevant working experience in insurance or banking industry is an advantage

· IIQE License 1, 3 & 5 preferred

· Minimum 4 years of working experience in Customer Services or Complaint handling in Insurance products

· Strong analytical, logical, negotiation and problem-solving skills

· Good communication and interpersonal skills

· Excellent written English and Chinese correspondence skill

· Good verbal communication in English, Cantonese and Mandarin