Customer Experience Specialist 投诉处理经理, Life Insurance

2 weeks ago


Shanghai, Shanghai, China HSBC Full time

HSBC is currently seeking an experienced professional to fill the role of Complaint Handling Manager 投诉处理经理, Life Insurance.

As a key member of our team, you will be responsible for working with internal stakeholders, branches, and external regulators to handle customer complaints related to insurance products and life operations.

The ideal candidate will have a strong background in customer service, with a minimum of 5 years of experience in the life insurance industry, preferably in a managerial role. They will also possess excellent communication skills, both written and verbal, and be proficient in Chinese and English.

In this role, you will be required to propose solutions and mitigation plans to improve customer interaction and reduce the risk of future complaints. You will also support the Company Customer Right Protection department in implementing related actions and processes across all operation and service delivery teams.

To be successful in this role, you should meet the following requirements:

Requirements:

- University graduate or above, preferably majoring in insurance, law, or communication

- 5 years or more of customer service or related experience in life insurance, preferably in a JV or foreign company, with at least 2 years at a managerial level

- Organized and analytical thinking, strong verbal and communication skills, commercial and strategic thinking, and high initiative

- Excellent command of spoken and written Chinese, with basic knowledge of English



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