Responsibility:

· Ensure that complaint policy and process flow is regularly updated and communicated to complaints

coordinators and staff at all levels.

· Ensure that the resolutions of complaints are clearly and completely solved within the turnaround time prior to the closure of complaint cases.

· Acts as a preliminary coordinator between the company and the Office of Insurance Commission (OIC) or the

· Office of Securities and Exchange Commission (SEC) or the Office of Consumer Protection Board (OCPB).

· Prepare complaint handling reports and dashboard such as pending complaint reports, complaints movement

reports, trend analysis, OIC & SEC complaint report, and complaint dashboard.

· Investigate if the customer has insurance policy with the company as requested by OIC.

· Prepare complaint handling report to Sup-Committee for the sales disciplinary action.

· Ensure that complaint policy inform to partner and seller for aware incase mis-selling or customer have problem

Qualifications:

· Over 5 years’ experience in customer service supervision/management, preferably within an escalation’s capacity

· Hold an IC license will be great advantage

· Good command of English

· Strong written and verbal communication skills, with the ability to patiently explain processes, procedures, and company information to Customers and third-party stakeholders

· Proven ability to coach, mentor, and motivate employees toward optimum performance

· Strong skills in managing multiple priorities, with the ability to work in a fast-paced environment.

· Proven experience in successfully resolving customer issues

· Ability to work well in a collaborative, cross-functional work environment

· Strong working knowledge of MS Office (including Word and Excel)

· Critical thinking – being able to have an objective approach to assessing situations and taking action.

Capable and willing to make important decisions from a non-emotional standpoint and possess the emotional intelligence necessary to deal effectively with angry customers, leadership, and their subordinates.

· Decision-making - taking initiative and acting decisively, quickly arriving at decisions and effectively communicating goals to others

· Problem-solving – being able to be proactive and resolve conflicts