Overview

Job Summary :

Working closely with superior(s) to manage the operations of CCIU by handling customer complaints related to sales force’s malpractice in line with Company’s policies and guidelines, operating principles, while ensuring quality services are delivered in accordance with the function’s / division’s quality objectives and in line with the Company’s operating principles.

Key responsibilities :

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MMF (Misrepresentation, Misappropriation, and Fraud) Sales:related Complaint Handling

To handle MMF cases conducted by sales force, originated from complaints lodged by customers

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By executing operation procedures in compliance with the documented procedures, service benchmarks, regulatory requirements, Company’s policies and practices.
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By collecting information, review all documents and representation from relevant parties, and conduct a thorough analysis objectively.
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By reporting the investigation results to MCC.2. Quality Assurance related to CCIU processes.

2. To provide quality services to customers with continuous improvement.

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By collecting customer feedback(s) for customer service improvement.
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By suggesting improvement ideas to enhance customer experience and improve efficiency and effectiveness of works.

3. Report Generation

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To generate, maintain, and compile reports as assigned and required, by preparing reports with accuracy and within timeframe.

Job Requirements :

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Education :
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Bachelor Degree from any major,
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Experience :
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Preferable experience 7:8 years
relevant experience in operational of Life insurance Industry
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Knowledge and Skills :
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General understanding in Life Insurance Operations OR Financial business / institution Operations.
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Strong and Fluent communication and written skill, in Bahasa Indonesia.
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Proficient in windows operating system (ie. Word / Excel / Power Point).
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Having strong analytical thinking.
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Good communication, interpersonal, negotiation skill, and able to deal with difficult people.
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Able to work under pressure, to make quick right decision(s), to solve complex issues, self:motivated, and target and service oriented.
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Understand of and capable for managing people (good leadership)
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Positive attitude to changes and challenges, high integrity, passionate, accountable, and teamwork attitudes.