Customer Service (Employee Benefit), Manager / Assistant Manager

Role Summary

Bowtie’s mission is to make insurance good again and our vision is to build a category-defining health insurance company.

As a young and fast-growing company, grooming and learning from the next generation is always our priority. We are seeking exceptional talent who share our values to support our growing employee benefits business and to deliver care and professionalism to our clients and insureds.

About the Role

You will be working in a fast-paced organization that promotes cross-functional collaboration to drive our commitment to delivering exceptional service to our corporate clients, their employees, and our channel partners.

Your Key Responsibilities Include: Team Leadership and Development

• Lead and manage a team of customer service representatives, setting performance goals and monitoring progress to ensure high standards of service delivery in group medical insurance.
• Provide comprehensive training and mentorship to newly onboarded staff, ensuring they are well-versed in group medical insurance policies and procedures.
• Conduct quality assurance audits and offer coaching to team members, specifically focusing on group medical insurance service standards.
• Participate in the recruitment and selection process for new customer service representatives as needed.

2. Customer Inquiry Management

• Handle and resolve complex inquiries and complaints related to group medical insurance in a timely, efficient, and professional manner.
• Investigate and manage customer complaints and regulatory issues pertaining to group medical insurance in accordance with compliance requirements and internal policies.
• Collaborate with cross-functional departments, including underwriting, claims, and sales, to facilitate effective problem resolution related to group medical insurance.

3. Performance Monitoring and Strategy Development

• Monitor and analyze key performance indicators (KPIs) related to group medical insurance to identify areas for improvement and implement strategic changes.
• Contribute to the development of new group medical insurance products and services, providing valuable insights on product design and pricing strategies.
• Develop and maintain standard operating procedures (SOPs) for the customer service department, ensuring adherence to company policies and regulatory standards specific to group medical insurance.
• Prepare detailed reports on customer service performance and complaints related to group medical insurance for senior management review.
• Perform other duties as assigned by the Customer Service Manager.

About you

You are a customer-centric customer services professional and a caring people manager  who have:

• Bachelor’s degree in Business Administration, Insurance, or a related field.
• A minimum of 7 years of experience in customer service within the insurance industry, with at least 5 years specifically in group medical insurance and in a leadership or supervisory role. Candidates with 3-5 years of supervisory experience will be considered for an assistant manager role.
• Exceptional interpersonal and communication skills, both written and verbal, in Cantonese and English.
• Bilingual fluency in Chinese (Cantonese) and English, and comfortable with handling regulatory correspondence in both languages.
• Proven ability to manage, motivate, and develop teams and individuals effectively.
• Strong problem-solving and critical-thinking abilities.
• In-depth knowledge of group medical insurance products, policies, and regulatory requirements.
• IIQE Paper 1 and 3, and satisfying all requirements for insurance intermediary licensing in Hong Kong.

We Offer

Apart from a great career path and an opportunity to do good and do well, we also offer:

• Competitive package
• Flexible work arrangement
• Benefits include medical/ dental coverage and wellness programs
• Employee discounts
• Fun, co-operative, and flexible startup culture
• Weekly sharing sessions and regular social gatherings
• Excellent learning opportunities with Professional Development Sponsorship

Information collected will be treated in strict confidence and used solely for recruitment purposes.

The company will retain all applications no longer than 24 months of which will be destroyed thereafter.

We are an equal-opportunity employer. We do not discriminate on the basis of race, sex, disability, or family status in the employment process.