Customer Service Officer, Corporate Business

Job Purpose

Contribute actively as a team member to deliver an improved customer service experience for group insurance clients. Manage assigned client portfolios, optimize service processes, and ensure timely resolution of customer inquiries. Work collaboratively with cross-functional teams to maintain service excellence and ensure compliance with applicable regulatory requirements.

Key Roles and Responsibilities

A. Client Support

• Manage assigned group client portfolios and provide operational support to other team members whenever required.

• Establish clear work objectives, prioritize responsibilities, and ensure timely and efficient completion of assigned tasks.

• Address client complaints and service issues promptly, ensuring appropriate and satisfactory resolution.

• Coordinate with HR and corporate representatives of client organizations regarding coverage details, policy conditions, and employee benefit-related inquiries.

• Provide comprehensive servicing of group insurance policies, including client onboarding, premium collection, policy endorsements, renewal negotiations, claims coordination, reinsurance, medical underwriting, and database maintenance.

• Recommend and implement initiatives to enhance service quality and improve the overall client experience.

• Follow established service procedures and protocols to ensure consistency, operational efficiency, and compliance with industry standards.

• Maintain effective communication with clients, medical service partners, and internal departments to resolve issues and manage expectations.

• Ensure all client servicing activities comply with applicable regulatory guidelines and organizational policies.

• Maintain updated knowledge of group life and medical insurance products to provide accurate information and effective client support.

B. Revenue Generation

• Implement proactive client retention strategies to maintain business relationships and ensure timely renewal premium collections.

• Conduct client discussions and negotiations to identify opportunities for product upselling and cross-selling.