Associate, Customer & Agent Service Centre (Ipoh)

Great Eastern; Ipoh; On-site; MYR 42,000 - 66,000; Full time

Job summary

Great Eastern Ipoh is seeking a customer-focused professional to manage administrative and operational duties for customer and agent services, including life and health claims inquiries. You will drive timely updates, promote digital channels, and ensure compliance with policies while meeting service deadlines.

Ideal candidates possess a tertiary qualification and 1–2 years' experience in customer service or underwriting, with strong communication, collaboration, and problem-solving skills.

Qualifications

• Tertiary qualification in any discipline recognised by the Malaysian Ministry of Higher Education.
• Minimum 1–2 years working experience, preferably in customer service or life underwriting.

Responsibilities

• Administrative and operation of Customer and/or Agent Service; attend to New Business, Customer Service, Life & Health Claims enquiries.
• Promote excellent service experience by providing timely updates for referred cases.
• Increase e-Platform adoption rate in line with digitalization efforts.
• Ensure services to field personnel and customers meet established standards.
• Ensure compliance with Branch Operational Guide and company policies.
• Attend to feedback and complaints and follow through with solutions.
• Meet deadlines and service turnaround times.
• Liaise with HO or branches for clarifications and requirements.
• Handle ad hoc tasks as assigned by supervisors or management.

Skills

Communication

Collaboration

Computer Proficient

Relationship Building

Problem Solving

Cross Functional Knowledge

Processes, Procedures and Policies

Customer Service Orientation

Integrity & Accountability

Initiative & Adaptability

Education

Tertiary qualification in any discipline (Malaysia recognised)

Job description

About the Job

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 update 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 solution.
• 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 been assigned by supervisors or management.

We are looking for people who

• 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 or Life Underwriting experience

Key Competencies

• Communication
• Collaboration
• Computer Proficient
• Relationship Building
• Problem Solving
• Cross Functional Knowledge
• Processes, Procedures and Policies
• Customer Service Orientation
• High level of integrity, takes accountability of work and good attitude over teamwork.
• Takes initiative to improve current state of things and adaptable to embrace new changes.

How you succeed

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change. Ver 1.0
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

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, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm 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 been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

Location: GELM Ipoh

Employment Type: Permanent