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Customer Service Associate (Ipoh)

Customer Service Associate (Ipoh)

Great EasternIpoh, Perak, Malaysia
6 hours ago
Job description

Overview

To provide one stop value added service to customers and agents in line with the organisation’s direction towards unconventional servicing. Administrative and operation of Customer and / or Agent Service Section, attending to New Business, Customer Service, Life & Health Claims enquiries and requests timely and accurately. To promote excellent service experience by providing effective and prompt updates for cases referred. To increase Company’s “e-Platform” adoption rate that is in line with organization’s direction towards digitalization. Ensure service provided to field personnel and customers meet the standard established for the section and branch. Ensure compliance with Branch Operational Guide, Organization’s Policies and Guidelines. Attend to feedback and complaints and follow through for effective solutions. Meeting deadline and service turnaround time set. Liaison with Customer Service Officers at HO or other branches for clarifications and / or any requirements. Handle ad hoc tasks as and when assigned by supervisors or management. Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks. Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company. Highlights any potential concerns / risks and proactively shares best risk management practices.

Responsibilities

  • Provide one stop value added service to customers and agents in line with the organisation’s direction towards unconventional servicing.
  • Administer and operate the Customer and / or Agent Service Section, handling New Business, Customer Service, and Life & Health Claims enquiries and requests timely and accurately.
  • Promote excellent service experience by providing effective and prompt updates for referred cases.
  • Increase the Company’s e-Platform adoption rate in line with digitalization goals.
  • Ensure service to field personnel and customers meets established standards for the section and branch.
  • Ensure compliance with Branch Operational Guide and Organization Policies and Guidelines.
  • Address feedback and complaints and follow through for effective solutions.
  • Meet deadlines and service turnaround times.
  • Liaise with Customer Service Officers at HO or other branches for clarifications and / or requirements.
  • Handle ad hoc tasks as assigned by supervisors or management.
  • Take accountability for business and regulatory compliance risks and mitigate them.
  • Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies to safeguard the company.
  • Highlight potential concerns / risks and proactively share best risk management practices.

Qualifications

  • Tertiary qualification in any discipline recognised by the Minister of Higher Education of Malaysia, preferably in Management, Insurance, Business Studies, Administration or related field or ACS, ACII, AMII, AII or equivalent.
  • Minimum 1-2 years working experience, preferably in customer service.
  • Strong communication and customer service skills.
  • Collaborative and positive relationship-building skills.
  • Proficient in Microsoft Office and tech-savvy.
  • Possesses cross-functional knowledge of Life Insurance, General Insurance, Policies, Procedures and Processes.
  • High level of integrity, accountability and a good attitude toward teamwork.
  • Takes initiative to improve the current state of things and is adaptable to change.

    • How you succeed

  • Champion and embody our Core Values in everyday tasks and interactions.
  • Demonstrate high integrity and accountability.
  • Take initiative to drive improvements and embrace change.
  • Take accountability for business and regulatory compliance risks, implementing measures to mitigate them effectively.
  • Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to proactively highlight potential concerns / risks and safeguard the company.

    • Who we are

    Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, it provides insurance solutions through three distribution channels – a tied agency force, bancassurance, and Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have long-standing ratings from S&P Global Ratings. Great Eastern is a subsidiary of OCBC, a leading Singapore bank with a strong regional presence and high credit ratings.

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    Customer Service • Ipoh, Perak, Malaysia