Senior Complaints Officer
Zurich International Life Ltd.
Total years of experience :21 years, 7 Months
• Responsible in receiving and acknowledging not less than 15 customer and broker complaints per week which covers issues on product and/or service
• Investigates and provides full response to complaints within agreed turn around times
• Provides regular reports to senior managements on complaint trends and propose solutions based on data and statistics gathered
• Meet clients and brokers, if necessary, to make sure complex complaints are handled properly and on more personal basis
• Reassures clients that their concerns are being looked at with the goal of restoring customer’s trust to the company
• Takes responsibility over the complaint from acknowledgment to final response
- Oversees the Pipeline Management Team in providing accurate pipeline update
- Pro-actively resolves problems raised by peers and escalates them to higher management as needed
- Analyse and understand data collected to enhance performance of others by providing feedback
- Liaises directly with concerned Supervisors to ensure that coaching/feedback sessions with concerned officers are done and appropriate action is taken to address any/all issues raised
- Prepares weekly reports to Senior Management team
- Attends regular telephone conference meeting with managers across UK and Asian regions
- Creates the capacity plan for the team
- Directly supports the Sales Manager and CEO by providing relevant statistics on a weekly and monthly basis.
- Maintains client database for more than 5, 000 contacts
- Follows up pending invoices from clients and distributors worth approximately USD 1 million per month