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Direct message the job poster from RiDiK (a Subsidiary of CLPS.
Nasdaq: CLPS)
The Life and Health Operations (LHO) department plays a pivotal role in ensuring we provide our customers with affordable and comprehensive life and health products, with efficient processes to allow optimal service to our customers.
About the Role
You will need to play a critical role in providing exceptional service to our valued customers.
This role requires a detail-oriented individual with strong problem-solving skills and a proven track record of success in policy servicing.
You will be responsible for ensuring that accurate work is produced within the agreed turnaround time and all processes comply with the relevant regulatory and company guidelines.
Responsibilities
Collaborative Team Operations: Support in the day-to-day operation which includes supervising and monitoring the team's performance.
Work with the team to ensure that the team's KPIs and individual productivity are met.
Customer Satisfaction and Retention: Handle escalated customer inquiries and complaints, addressing their concerns promptly and professionally.
Process Improvement and Optimization: Collaborate and liaise with department stakeholders in implementing processes to improve operational efficiency or streamline processes and resolve policy-related issues.
Identify opportunities for service improvements and develop strategies to enhance customer satisfaction and retention.
Identifying areas for improvement and implementing process enhancements.
Quality and Compliance: Conduct regular audits to ensure adherence to established policies, procedures, and quality standards.
Utilize data and analytics to analyze generated reports, and review for process optimization.
Stay updated with industry trends, best practices, and regulatory changes related to policy servicing and recommend appropriate actions.
Projects and System Involvement: Participating in projects, system enhancement, and user testing, providing feedback on system inadequacies.
Handle ad-hoc tasks as assigned.
Qualifications
Diploma/Degree holder.
Previous experience in policy servicing within the life insurance industry is advantageous.
Excellent leadership and people management skills with a track record of building and leading high-performing teams.
Exceptional customer service skills with the ability to resolve complex customer issues.
Strong organizational and time management skills, with the ability to prioritize and meet deadlines.
Able to work under tight timelines and pressure.
Excellent verbal and written communication skills.
PC literate/savvy and proficient in Microsoft Office applications.
Seniority level
Associate
Employment type
Contract
Job function
Customer Service
Industries
Insurance
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