Representatives, Client Services (Ha Noi)

Job Purpose:

- On behalf of Sun Life Viet Nam and business, responsible for communicating to walk-in Client and Advisor at counter or via phone. They have to answer questions, resolve problems, process transaction, collect cash and resolve any emerging problems that our client/advisor might face with accuracy and efficiency.

- Objective of this job: perform a client service standard and handle daily works without error rate at location by in-deep special knowledge, technical, product, workflow, professional in service.

- In overall, Client Service Representative is expected to perform an excellent service and skilled at process all requests.

Major Accountabilities:

- Process daily transactions smoothly including: new application kit, policy change requests, cash collection, complaint… without error rate or pending.

- Underwriting claim requests (minor claim and major claim), ensure all claim request are in Term & Condition and sufficient docs.

- Ensure all receipts will be well-managed without error including: issue, take back, audit.

- Monitors all outstanding/ unresolved/ referred cases/requests; coordinates with the back-end support unit until cases closed based on turnaround time.

- On behalf of Sun Life Viet Nam, CS officer play an ambassador role to deliver standard/professional service to all walk-in client/advisor or via phone.

- Ensure cash deposit in bank daily and complete all daily necessary reports for business/sale force

Specialized knowledge:

- Service oriented mindset

- Ability to analysis and handle issues at counter

- Ability to multi-task, prioritize, and manage time effectively

- Strong communication

- Coaching and training regularly capability

- Good command of PC skill (Excel, Word, Access), team working, English (basic in speaking and writing)

Problem solving: Able to understand or accomplish or deal with task/issue/situation/person

Education and experience:

- College/University graduate.

- At least 1 years of client service staff in financial services, life insurance experience is preferred

Communication:

- Inter OP department for daily transaction

- AD force for support sale

- Office service for manage location office

- Marketing for company branding

- IT for all related to system