Specialist, CRP & Complaint Management

Posted:
10/29/2024, 4:05:06 PM

Location(s):
Beijing, China ⋅ Beijing, Beijing, China

Experience Level(s):
Junior ⋅ Mid Level ⋅ Senior

Field(s):
Customer Success & Support

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

1、带领团队妥善处理客户咨诉案件。避免矛盾升级,确保公司平稳运行。
2、做好系统性风险的识别和预警,满足合规监管要求。
3、高度关注监管对于消保工作的动态及要求,做好消保方面相关工作,并按期完成消保相关工作总结。
4、做好所辖员工的心理调整和业务技能提升工作。

工作职责:

带领团队做好咨诉管理工作,及时妥善处理个案,有效控制系统性风险,发现问题及时上报,提出解决方案,并按要求落实。 将消保工作要求及时传达给团队员工;并按照监管及总公司要求,按期保质保量完成消保相关工作。 跨部门合作,妥善处理紧急突发事件。 不断优化消保相关工作流程,切实维护客户合法权益,维护公司形象。 关注团队员工发展,为员工提供学习的平台和机会,做好员工心理疏导,提升员工解决问题的能力,强化员工服务和风控意识。 与保监会、行业协会等监管部门做好沟通协作。 新的市场环境和监管形势下,探索咨诉服务的新模式。

岗位要求:

大学本科或以上学历, 有5年以上相关工作经验,具有2年以上的团队管理经验。 认同公司企业文化,有大局观。 良好的管理能力和沟通协调能力。 敏锐的洞察力和应变能力。 良好的文字及语言表达能力。 良好的心理素质及自我心理调节能力,抗压能力强。 复杂事务的处理能力。

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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