Associate, Customer Care (Great Eastern Takaful Berhad)

Key responsibilities

• Respond to customer inquiries, complaints, and feedback through phone, email, or chat channels. Provide accurate product or service information, resolve issues, and deliver effective solutions within the defined Turnaround Time (TAT) and Service Level Agreement (SLA).
• Accurately document customer interactions and update records to ensure timely and precise communication.
• Comply with Standard Operating Procedures (SOPs), the Complaint Handling process, and exercise due diligence to ensure all daily and assigned tasks are completed efficiently and in full compliance with the guidelines set by Bank Negara Malaysia (BNM), the Malaysian Takaful Association (MTA), internal compliance standards, and the Takaful Act.
• Support onboarding of new team members through the buddying system by serving as a reference point and guide.
• Assist the Supervisor / Head of Customer Care in implementing GETB Takaful certificate rules, ensuring alignment with Takaful principles and good governance practices.
• 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.

Candidate profile

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