Job Descriptions:
To handle customer enquiries regarding HKMCA’s products and services, and conduct post-sales follow-up calls in compliance with regulatory requirements;
To monitor live operational queues, call volumes and team response times to optimize daily resource allocation and operational efficiency;
To oversee the daily operations of customer service centres, ensuring a customer-centric service standard and a professional service environment;
To take ownership of drafting and reviewing professional written responses with respect to customer concerns and requests;
To resolve escalated cases independently and provide appropriate guidance, solutions or alternatives to team members;
To conduct regular monitoring of call recordings and written correspondence to ensure adherence to agreed service standards;
To support and coach Senior Associates through practical on-the-job guidance and constructive feedback, fostering continuous professional development and maintain service quality;
To compile operational statistics and prepare periodic management reports for review;
To meet and uphold departmental service standards and key performance indicators;
To proactively study relevant industry trends, regulatory changes and make enhancement recommendations where necessary; and
To perform ad hoc tasks as assigned by supervisors from time to time.
Requirements:
Tertiary educated or above with a minimum of 5 years’ relevant experience in customer service and life insurance operations;
Insurance Intermediaries Qualification Paper 1 & 3 is a must. Other professional insurance qualifications (e.g. FLMI or ACS) would be an advantage;
Familiar with life insurance policies, guidelines and regulatory requirements;
Strong customer service orientation with excellent interpersonal and communication skills;
Good command of written and spoken English and Chinese, including Putonghua;
Strong sense of responsibility, detail-oriented and self-motivated, with the ability to work under pressure and deliver results in a timely manner; and
Strong analytical, problem solving and presentation skills.
Interested parties please send your full resume stating your current and expected salary by 13 August 2026.
Please visit https://www.hkmca.hk/eng/about_us/careers.html for other application methods.
Please ensure that all information provided to the HKMCA is accurate, complete and updated. Data provided which is inaccurate, misleading or incomplete may influence the process and outcome of the recruitment exercise. Please read the HKMCA Personal Information Collection Statement for Recruitment of Prospective Staff Members and Licensed Individual Insurance Agents at the HKMCA website before completing the application form. Personal data collected will be used for recruitment purposes only. Candidates not invited for interview within 8 weeks may consider their application unsuccessful.
