Senior Officer, Customer Engagement

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

·       Act as a senior service specialist for complex advisor enquiries, escalated service cases and complaints across distribution channels, applying sound judgement and coordinating cross-functional resolution under Hong Kong Life Operations governance.

·       Contribute to consistent service standards and advisor experience by providing case guidance, sharing frontline insights and supporting capability and process improvements across the offshore operation.

KEY ACCOUNTAIBILITIES

• Independently handle complex and escalated advisor enquiries relating to life insurance products, policies, transactions and servicing requirements across all distribution channels, providing accurate guidance within approved procedures and delegated authority.
• Take end-to-end ownership of complex service issues and escalated complaints by analysing available information, identifying root causes, determining appropriate handling and communication approaches, and driving timely resolution.
• Coordinate with relevant CTC BPO Life Operations and Hong Kong Life Operations teams to clarify requirements, resolve cross-functional issues and manage customer, conduct, operational and reputational risks.
• Exercise sound judgement within empowerment guidelines to determine solutions for non-standard cases, prioritise urgent or high-impact matters, and escalate cases involving material risk, policy exceptions or authority limits.
• Provide structured case guidance, coaching and quality feedback to Assistant Officers and Officers; identify recurring capability gaps and support targeted knowledge-sharing and calibration activities.
• Lead assigned service improvement projects and user acceptance testing activities by clarifying requirements, coordinating stakeholders, assessing operational impacts and risks, tracking delivery, and recommending implementation actions.
• Analyse recurring enquiry themes, complaints, workflow issues and service data, and recommend practical improvements to procedures, knowledge content, controls or customer journeys.
• Maintain accurate case rationale, records and follow-up actions, and comply with service standards, confidentiality, conduct, information security and relevant operational controls.
• Support ad hoc assignments requiring senior service expertise, cross-team coordination or implementation support as directed by the line manager.

KEY PERFORMANCE INDICATORS

• Meet the overall key performance indicator (KPI)  of both customer and advisor hotlines 
• Meet the turnaround time (TAT ) objectives of the assigned processes in relation to service level agreements (SLA) handling of Advisor calls and written requests
• QA score of call quality
• Error rate of the assigned tasks
• Number of complaints/compliment related to the assigned responsibilities
• Efficiency and productivity of the assigned tasks
• Work quality of the Assistant Officer / Officer under mentoring
• Growth in the process capabilities of the less experienced staff in the team

EXTERNAL & INTERNAL CONTACTS

• Advisors from the agency, bancassurance and other distribution channels.
• Customer Engagement supervisors and colleagues; other functional teams within CTC BPO Life Operations; and relevant teams across Hong Kong Life Operations, including Distribution, Operations, Underwriting and Claims, for daily operational coordination, enquiry handling, issue resolution and service delivery.

DECISION MAKING

• In accordance with the empowerment guidelines and authority 

QUALIFICATIONS / EXPERIENCE

• University graduate or above; a professional qualification in insurance, customer service or a related discipline is preferred.
• Minimum 5 years of relevant experience in life insurance operations or customer service, including substantial experience in handling complex advisor enquiries, escalated service cases and complaints.
• Demonstrated experience in providing case guidance, coaching or quality feedback to less experienced staff.
• Practical experience in supporting service improvement projects, process enhancements or user acceptance testing, with the ability to assess operational impacts and recommend actions.
• Proven ability to work independently, manage competing priorities and coordinate stakeholders across functions and locations.
• Willing and able to work on a shift schedule from Monday to Saturday, including alternate Saturday duty from 9:00 a.m. to 1:00 p.m.

KNOWLEDGE & TECHNICAL SKILLS

• Sound knowledge of life insurance products, policy servicing processes, distribution-channel practices, complaint handling requirements and relevant operational controls.
• Strong analytical and problem-solving skills, with the ability to identify root causes, evaluate customer, service and operational impacts, and recommend practical resolution or improvement actions.
• Strong stakeholder management and influencing skills, with the ability to coordinate complex case resolution across CTC BPO Life Operations and Hong Kong Life Operations teams.
• Ability to interpret procedures and empowerment guidelines, exercise sound judgement within delegated authority, and escalate matters involving material customer, conduct, operational or reputational risk.
• Effective coaching and knowledge-sharing skills, with the ability to provide structured case guidance and quality feedback to junior colleagues.
• Good planning, project coordination and user acceptance testing skills, including requirements clarification, impact assessment, risk identification and implementation support.
• Proficiency in written and spoken Cantonese, English and Mandarin, with clear and professional verbal and written communication.
• Proficiency in Microsoft Word, Excel and PowerPoint and the ability to work effectively with customer service and workflow systems.

COMPETENCIES

Customer & Market led

• Uses feedback and interpersonal ability to establish and maintain positive relationships with advisors
• Identifies the importance of different markets, advisors and emerging products and technologies relevant to own area

Deliver the vision & Strategy

• Is able to describe what the plans are for own role and function and how they link to the company vision.
• Delivers against and supports the Functions strategy

People oriented & Culture

• Seeks input from team and encourages inclusive and innovative cooperation towards team goals
• Actively seeks out and shares information about the company culture and acts accordingly

Decisions & Results

• Recognizes opportunities or problems requiring attention
• Ensures role KPI’s relate and contribute to the broader team objectives