Customer Service Officer, Corporate Business

Job Purpose: Actively contribute as a team member to enhance the customer service experience for group clients. Take ownership of assigned group clients, streamline processes, and resolve customer inquiries promptly. Collaborate with cross-functional teams to uphold high service standards and maintain regulatory compliance.

Key Roles and Responsibilities:

A. Client Support:

• Manage the assigned client portfolio and provide team support when required.

• Set clear objectives and ensure tasks are completed efficiently and on time. Handle client complaints promptly, ensuring effective and satisfactory resolution.

• Handle client complaints promptly, ensuring effective and satisfactory resolution. Liaise with HR/Corporate representatives of client organizations to resolve queries on coverage, policy terms and employee benefits.

• Provide end-to-end servicing of group insurance policies, including onboarding, premium collection, endorsements, renewal negotiations, claims coordination, reinsurance, medical underwriting and database management, etc.

• Contribute ideas to improve service quality and client experience.

• Adhere to established service protocols to maintain consistency and compliance with industry standards.

• Maintain strong communication with clients, medical partners, and internal teams to address issues and manage expectations.

• Ensure all client service operations comply with regulatory requirements and company policies.

• Keep up-to-date knowledge of group life and medical insurance products to better support clients.

B. Revenue generation:

• Take proactive measures to retain clients and secure the inflow of renewal premiums.

• Engage in negotiations with clients to promote up-selling and cross-selling of products.