Associate, Customer & Agent Service Centre (Ipoh)

GREAT EASTERN; Ipoh; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading insurance company is seeking a Customer Service Representative in Ipoh, Malaysia. The role involves delivering exceptional service to customers and agents, managing enquiries, and promoting the company's digital platform. Candidates should hold a relevant tertiary qualification and have at least 1-2 years in customer service, with strong communication and problem-solving skills. This permanent position offers an opportunity to contribute to a respected organization known for its financial stability and comprehensive service offerings.

Qualifications

• Minimum 1-2 years working experience, preferably in customer service or Life Underwriting experience.
• Tertiary qualification in any discipline recognised by the Minister of Higher Education of Malaysia.

Responsibilities

• Provide administrative and operational support to customer and agent service sections.
• Promote excellent service experience and increase e-Platform adoption.
• Handle feedback and complaints effectively.

Skills

Communication

Problem Solving

Collaboration

Customer Service Orientation

Education

Tertiary qualification in Management, Insurance, Business Studies, Administration or related field

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.

Assume the role of RISE Servicing Ambassador:

• To participate in the discussion and execute action plans required by Team Lead of RISE Servicing.
• Assist in preparing communication & training materials on new approach implementation.
• Assist in conducting training for agents and staffs related to RISE Servicing new approach implementation.
• To provide one stop resolution when agents and/or customers encounter any issues related to the new approach implementation.
• To inculcate "humanized" culture and promote excellent service experience to both customers and agents.
• 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.

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.

To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes

Location: GELM Ipoh

Employment Type: Permanent