Senior Customer Consultant

Job description / Role

- To assist in oversee day-to-day operations of the Contact Centre team by delivery of services within agreed target service level and fully processed in compliance with regulations and aligned with Group’s risk policies and standard
- Be the key point of contact for colleagues when dealing with complex enquires or work, including problem investigation & resolution
- To train and develop operations staff to meet with company business objectives and growth
- To oversee the training of new system to ensure smooth transition and operation effectiveness
- To maintain department operation manual
- To act as a role model
- Support & mentor colleagues, monitor team service levels and quality.
- Use knowledge and experience to support TM in creating a culture that encourages innovation and continuous improvement to the benefit of the customer.
- Service Standard Commitment – assist to achieve the required service standard
- To be competent in all areas of the business
- Ensure regulatory requirements are adhered to (including TCF, DPA and Group Data requirements
- To initiate, develop and implement continuous improvement ideas to improve customer/distribution channel experience and process efficiency
- To provide and review necessary management reporting to support management decision, identify business trends and performance measurement in relation to client servicing
- To participate and assist in projects as required
- Assist in producing necessary operations reports and analysis for management information.
- Participate in user acceptance testing where applicable.

Requirements

– Post secondary or higher
- Knowledge of insurance products and operations and customer service fields
– Proven experience and evidence of operating in a Customer Services Environment
- 3+ years’ experience in the insurance/financial services industry in a customer service environment.

Skills:
– Computer literacy with working knowledge of MS office applications
– Communication, customer service

Desirable:
- U graduate or above; FLMI or ACS

Skills:
- Analytics, training
– Coaching skills
- Knowledge of the international protection & investment marketplace.
- Knowledge of insurance products and operations, medical underwriting
- An understanding of the product offerings of international competitors (local and offshore) and unique selling points of each.

Customer focus:
- Pushes the customer perspective

Problem solving and analytical abilities:
- Ability to solve complex problems, propose alternative solutions, explore new ways, etc.

Communication skills:
- Must be able to communicate effectively and influence peers and senior management

Interpersonal skills:
- Ability to work in a core team to ‘get the job done’ and build effective relationships.
- Strong attention to detail

About the Company

At Horizon International we pride ourselves on delivering quality results whilst working to the highest professional and ethical standards.

We are a market leader within recruitment with extensive market knowledge and global recruitment experience. We deliver through a network that regularly takes us to the four corners of the world, negating the need to rely on the local market.

Our personalised approach ensures that our candidates are fully supported throughout the recruitment process. Whilst providing our client’s with innovative human capital solutions, enabling them to meet their strategic staffing needs.