Assistant Manager, Customer & Agent Service Centre

Great Eastern Life; Klang Municipal Council; On-site; MYR 45,000 - 60,000; Full time

Job summary

A leading insurance company in Malaysia is seeking an Assistant Manager for their Customer & Agent Service Centre. This role focuses on delivering exceptional service to both agents and policyholders, ensuring compliance and effective resolution of inquiries. The ideal candidate will have a background in customer service or life underwriting, possess strong communication skills, and demonstrate leadership abilities.

Qualifications

• Minimum 1-2 years of experience in Customer Service or Life Underwriting.
• Possess good written and verbal skills in English.

Responsibilities

• Provide a one-stop referral point for New Business Underwriting and Customer Service.
• Attend to inquiries from customers and agents.
• Ensure compliance with Branch Operational Guide.

Skills

Customer Service

Interpersonal Skills

Leadership

English

Education

Degree in Management

Degree in Insurance

Degree in Business Studies

Degree in Administration

Job description

Job Number:

Assistant Manager, Customer & Agent Service Centre (220001TD)

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia’s leading insurers for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust are Integrity, Initiative, and Involvement – from the way we treat every customer relationship with honesty and transparency to our proactive approach in delivering the best possible solutions in both life and general insurance.

Integrity, Initiative, and Involvement guide us. They make us do the right thing, take the lead, and prioritize ‘we’ over ‘me’. Our mission is to make life great for our customers because we understand what matters most to them and know how to help them protect it.

As a purpose-driven organization committed to providing the best service and support to our policyholders, we are seeking an experienced insurance professional to join our team as Assistant Manager, Customer & Agent Service Centre at our Klang Branch (Selangor). In this people-centric role, you will serve both agents and policyholders, providing a one-stop service solution aligned with our organization’s vision and mission to deliver exceptional customer service.

The Role:

1. Provide a one-stop referral point for New Business Underwriting, Customer Service, Life & Health Claims.
2. Attend to inquiries from customers and agents, ensuring expectations are met.
3. Ensure compliance with Branch Operational Guide.
4. Meet deadlines and service turnaround times.
5. Understand new products, procedures, and guidelines to effectively explain to customers.
6. Address inquiries and complaints, following through for effective resolution.
7. Monitor claims approved by Head Office.
8. Process data entry; prepare endorsements and check reports accurately and promptly.
9. Ensure timely dispatch of reports and correspondence.
10. Assist and provide relief to the Executive when needed.
11. Liaise with customer service officers or Head Office personnel for clarifications and requirements.
12. Coordinate with hospitals/clinics for medical reports required for claims.
13. Conserve policies through client retention efforts.
14. Provide relief in Agency Service Centre, Finance, and Customer Service Centre as needed.
15. Perform other responsibilities as required.

Great Eastern Malaysia is committed to Equal Employment Opportunity, and all qualified applicants shall receive fair and equal consideration for employment.

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

The Person:

1. Possess a recognized degree in any discipline, preferably in Management, Insurance, Business Studies, Administration, or related fields, or hold ACS, ACII, AMII, AII, or equivalent qualifications.
2. Have a minimum of 1-2 years of working experience, preferably in Customer Service or Life Underwriting.
3. Possess good written and verbal skills in English.
4. Ability to converse in other languages is an added advantage.
5. Demonstrate good interpersonal and leadership skills.