Admin Executive (Policy Servicing)

iForte Group; Kuala Lumpur; On-site; MYR 38,000 - 58,000; Full time

Job summary

iForte Group in Kuala Lumpur seeks a Policy Servicing Administrative Assistant to carry out accurate, compliant policy servicing across the client lifecycle. You will ensure Labuan FSA regulatory adherence, AML/CFT compliance, and robust record-keeping.

Key duties include processing servicing queries, updating CRM records, generating reports, and maintaining audit trails. Expect collaboration with advisers and providers to resolve issues and support governance processes.

Qualifications

• Diploma or Degree in Finance, Banking, Business Administration, or related field.
• Minimum 1-3 years of experience in financial services, insurance, brokerage, or administration.
• Proficiency in Microsoft Office tools (Outlook, Word, Excel and PowerPoint).
• Experience in offshore/Labuan environment is an advantage.

Responsibilities

• Process and administer policy servicing queries, transactions and follow ups including changes of personal details and premium related actions.
• Accurately capture and update policy details in internal systems and CRM, ensuring data integrity.
• Review servicing requests before submission to product providers and track pending requests to meet service timelines.
• Generate periodic reports for management review and compliance monitoring.
• Maintain detailed servicing logs and full audit trail of policy-related activities.
• Escalate complex issues to the reporting manager and liaise with advisers and product providers.

Skills

English fluency

Attention to detail

Organised

Process driven

Effective communication

Deadline management

Education

Diploma or Degree in Finance, Banking, Business Administration, or related field

Tools

Microsoft Office

Job description

The Policy Servicing Administrative Assistant is responsible for the accurate, compliant, and timely execution of all policy servicing and administrative functions across the client lifecycle.

This role ensures:

• Full compliance with the Labuan Financial Services Authority (Labuan FSA) regulatory framework
• Adherence to AML/CFT requirements and internal compliance policies
• Proper maintenance of client records, audit trails, and operational controls

Key Responsibilities

Policy Administration & Servicing (Core Function)

• Process and administer policy servicing queries, transactions and follow ups including but not limited to:
  • Change of personal details such as address, email, phone number.
  • Premium arrears, reinstatements, reductions, and cancellations.
  • Policy withdrawals, surrenders or cancellations.
  • Process dealing/switching instructions for signing.
  • Generating valuations and reports as required by advisors and management.
• Accurately capture and update all policy details in internal systems, trackers and CRM, ensuring:
  • Data integrity and data consistency across systems
• Review and validate servicing requests before submission to product providers, ensure all information on the document is accurate and correct.
• Track and follow up on pending servicing requests to ensure completion within agreed service timelines.
• Generate periodic reports for management review, compliance monitoring and as required by advisors.
• Investigate and lift discrepancies or failed transactions timely to reporting manager.
• Liaise with advisers, custodians, and product providers with professionalism to:
  • Confirm processing status.
• Maintain detailed servicing logs and ensure full audit trail of all policy-related activities.
• Escalate complex servicing issues or complaints to relevant reporting manager.

Compliance & Regulatory Support

• Ensure all administrative and servicing activities comply with:
  • Labuan FSA regulatory requirements
  • Internal AML/CFT policies and procedures
  • Proper filing, with complete and up to date records and stored in accordance with regulatory retention requirements.
  • Traceability of all transactions and decisions.
• Assist in preparation and document retrieval for:
  • Internal and external audits.
  • Management and adviser requests
  • Regulatory inspections.
  • Providing requested documentation.
  • Assisting in periodic reviews and file checks.
  • Participate in process improvement initiatives.
• Identify and elevate.
• Ensure adherence to:
  • Data confidentiality and protection standards.
  • Client confidentiality - no cross information shared between advisors.
  • Ensure zero tolerance for incomplete or missing documentation.

Key Performance Indicators (KPIs)

• Accuracy and completeness of client and policy documentation.
• Turnaround time for servicing requests.
• Number of compliance breaches or audit findings.
• Timeliness in resolving outstanding cases.
• Quality of record keeping and audit readiness.
• Client and advisor satisfaction levels.

Qualifications & Experience

• Diploma or Degree in:
  • Finance, Banking, Business Administration, or related field.
  • Minimum 1-3 years of experience in financial services, insurance, brokerage, or administration.
• Experience in offshore / Labuan environment in similar industry is an advantage.
• Able to converse fluently in English both written and spoken.
• Proficiency in Microsoft Office tools (Outlook, Word, Excel and PowerPoint)
• Strong attention to detail, organised, process driven, effective communication skills and able to manage tasks in tight deadline.
• Able to accept occasional extended hours during influx of servicing queries.