Assistant, Branch Operations (Contract)

Principal Malaysia; West Coast Division; On-site; MYR 30,000 - 40,000; Full time

Job summary

A leading financial services firm in Malaysia seeks an Assistant, Branch Operations to manage overall service transactions for the Kota Kinabalu branch. The successful candidate will handle customer enquiries, complaints, and manage daily calls, ensuring optimum quality and accuracy in service. A bachelor’s degree in a relevant field and experience in customer service are preferred. This is a contract role for 1 year, renewable.

Qualifications

• At least 1 to 2 years of experience in customer service, preferably in front counter operations.
• Good command of English and Bahasa Melayu.
• Ability to converse in other languages/dialects is advantageous.

Responsibilities

• Handle customer enquiries, requests, and complaints.
• Manage daily incoming calls and build relationships with customers.
• Perform customer retention to maximize investment returns.

Skills

Customer service oriented

Interpersonal skills

Communication skills

Writing skills

Education

Bachelor’s degree in Mass Communications, Business Studies, Banking or related discipline

FiMM and PRS license

Job description

Overview

At Principal, we invest in what matters. And building talented teams is where it all begins. We’re drawn to people who bring unique perspectives, passion, and expertise to help us advance the financial security and well-being of our customers, transform our growing business, and drive positive change in the communities where we live and work.

When we invest in you, and you invest in us, great things happen.

Role

We are looking for a Assistant, Branch Operations in Malaysia to manage overall Branch Operations service transactions for our Kota Kinabalu branch. This is a contract role (1 year, renewable).

What You'll Do

Branch Operations

• Handle counter submissions as well as agency applications or requests.
• Attend to customers and consultants’ enquiries, requests, and complaints on timely basis, including updating our service management system on Service Request escalation for further action/investigation, if any.
• Perform customer retention to ensure customers achieve maximum potential of investment returns.
• Maintain targeted service level at front counter.
• Ensure optimum quality and accuracy in work at all times.

Customer Service

• Manage daily incoming calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.

There will be a weekly rotation between assistance for Branch Operations & Call Centre. The main priority will be to support Branch Operations if only one person is available at any point in time.

Who You Are

• A bachelor’s degree holder in in Mass Communications, Business Studies, Banking or related discipline is preferable.
• FiMM and PRS license holder.
• At least 1 of 2 years of experience in customer service. Experience in front counter operations within the unit trust/insurance/banking industries would be an added advantage.
• Good interpersonal, communication skills, and writing skills.
• Good command of English and Bahasa Melayu. Ability to converse in other languages/dialects will be advantageous.
• Customer service oriented with relevant skills.
• Pleasant personality, a team player and self-motivated & discuplined with a positive work attitude.

Who We Are

Principal Financial Group is a Fortune 500 global leader in financial services focused on insurance, retirement, and asset management. We have 18,000 employees and 51 million customers around the world with over $714B in assets under management.