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19 Dec 2024

Senior Officer, Insurance (40001625)

Category:  Retail Banking Group
Job Type: 
Facility:  Retail Banking

Job Purpose

'Responsible for providing the best financial security and protection options to Customers using Insurance products and increasing the strong connection between Customers and Techcombank

Key Accountabilities (1)

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'1. Consulting and Sales

(i) Customers: Protecting the most important things for Techcombank's customers:

- Introduce and advise on insurance products most suitable for each stage of customers' lives (protecting health, family, finances, personal assets...)

- Bring customers the best experience in terms of service quality before and after sales

- Complete all necessary documents for the Customer's Insurance contract, assist customers with medical examinations, hand over insurance documents to customers, and assist customers with claim procedures, and submit compensation claims in accordance with the regulations of TCB and insurance partners

- Handle and resolve urgent/unscheduled customer support requests in a quick, timely, and satisfactory manner.

- Look for opportunities to introduce customers to other sales forces at Techcombank (For example: cards, accounts, savings,...)

- Be the first point of contact for customers when they have support requests, inquiries, or insurance-related problems.

- Store and update daily/weekly/monthly reports on sales results/customer referral results from Techcombank's sales force

(ii) Service: Creating and ensuring service quality and relationships with customers

- Build strong, good relationships with customers, so they always believe that "Techcombank is the best insurance product provider"

- Be the first point of contact for customers when insurance-related needs arise.

- Ensuring the best service quality in every step of the customer's experience journey

- Proactively provide services to customers to strengthen relationships (remind renewal fees, keep in touch with customers on special occasions/promotion programs,...)

Key Accountabilities (2)

2. Systems and processes

- Comply with Techcombank's policies on: information security, customer privacy, and behavioral standards of a Techcomer.

- Comply with service quality agreements between TCB, insurance partners and customers

- Comply with the process of selling and issuing insurance contracts according to the standards of TCB and insurance partners

Key Accountabilities (3)

3. People:

- Continuously improve knowledge & soft skills to meet increasingly high and complex requirements for service quality, ensuring all customers are satisfied with the services provided through self-study and participate in training courses

- Always have the spirit of self-learning in work and life

- Always have an open attitude in sharing information with others in accordance with Techcombank's functions, duties and behavioral standards, and be willing to accept change

- Take ownership and responsibility in work, through clear direction, towards outstanding results

- Be fully aware of organizational culture and perform tasks according to Techcombank's core values ​​and behavioral standards, demonstrating Techcomer's DNA.

- Actively participate in Techcombank's organizational culture activities

4. Perform other related tasks as arranged by manager

Key Relationships - Direct Manager

Manager (Senior) Insurance Consultant or Director of Insurance Consulting

Key Relationships - Direct Reports

n/a

 

Key Relationships - Internal Stakeholders

Insurance consulting in the North/South, relevant departments within the RBG Division and relevant Divisions

Key Relationships - External Stakeholders

Customers, notary offices, Insurance companies, medical facilities, etc.

Success Profile - Qualification and Experiences

'Qualification

- Bachelor’s degree or MBA (priority majors in Insurance, Banking, Economics)

- Language (English) requirement: Have Toeic certificate (or equivalent) according to the Bank's regulations

Professional Experience:

- Have at least 03 years of experience working in customer consulting in retail banking or life insurance/or experience in priority customer service/or experience in business development, advertising.

 

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