Associate, Customer and Agent Service Centre (GELM Operations-Ipoh)

Great Eastern; Ipoh; On-site; MYR 30,000 - 40,000; Full time

Job summary

A leading insurance company in Ipoh is seeking a Customer Service Associate to enhance service quality for customers and agents. The role involves managing operations, ensuring compliance, and promoting digital tools. Ideal candidates will have a relevant tertiary qualification, 1-2 years of customer service experience, and strong communication skills. This permanent position offers a chance to grow in a supportive environment focused on integrity and initiative.

Qualifications

• Minimum 1-2 years working experience in customer service.
• Proficient in Microsoft Office and tech-savvy.
• Collaborative and positive relationship building skills.

Responsibilities

• Provide value added service to customers and agents.
• Manage Customer and Agent Service Section operations.
• Ensure compliance with organizational policies and guidelines.

Skills

Communication skills

Customer service skills

Relationship building

Tech-savvy

Education

Tertiary qualification in Management, Insurance, or related field

Tools

Microsoft Office

Job description

Associate, Customer and Agent Service Centre (GELM Operations-Ipoh)

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia’s leading insurer 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 is Integrity, Initiative, and Involvement – from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

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

If you are looking to grow in an exciting career filled with opportunities and potential, we are seeking an ideal candidate to join our team as a Customer Service Associate with our GELM Operations-Ipoh team.

Job Purpose

To provide one stop value added service to customers and agents in line with the organisation’s direction towards unconventional servicing.

The Job

• 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.
• 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.

Our Requirements

• 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 experience.
• Has great communication and customer service skills.
• Collaborative and positive relationship building skills
• Proficient in Microsoft Office and tech-savvy.
• Possesses cross functional knowledge i.e. Life Insurance, General Insurance, Policies, Procedures and Processes
• 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.

Location

Great Eastern Malaysia, Ipoh Branch

Entity

Great Eastern Life Malaysia

Employment Type

Permanent

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.

About Great Eastern

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.

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