As a Senior Officer in the Claims team, you will be responsible for managing and responding to claims-related enquiries from agents and internal stakeholders, ensuring timely and accurate communication. You will also contribute to data tracking and process improvement initiatives to enhance the overall claims experience.

What the role is ?

• Manage agents’ claims enquiries via email and hotline, as well as internal claims-related queries, within the defined turnaround time.
• Well manage system log for all enquiries, categorize and describe them appropriately to support data analysis and continuous improvement.
• Identify and escalate recurring enquiries, appeals, or dissatisfaction to relevant teams and management to highlight potential areas for service enhancement.
• Support case assessments and participate in projects as required by business needs.

What we are looking for?

• At least 5 years’ experience in life and medical claims assessment, enquiry handling, or other claims-related functions.
• Solid understanding of life and health insurance products. Professional designations such as FLMI or ALHC (via LOMA/ICA) are advantageous.
• Strong written and verbal communication skills in both Chinese and English, with the ability to independently handle correspondence with agents and clients.
• Candidates with solid customer service experience in insurance industry will also be considered.