Associate - Regional Contact Centre (Multiple Contact Touchpoint)

Great Eastern; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

The Contact Centre Associate (Regional) at Great Eastern delivers prompt, professional responses to customer enquiries via phone, live chat and email. You will handle policyholder and financial representative questions, provide accurate information on products, billing and claims, and ensure first-touch resolution with proper CRM updates.

Ideal candidates have a minimum degree, 3 years in a servicing environment (life insurance preferred), strong communication and problem-solving skills, and

Qualifications

• Minimum 3 years’ experience in a servicing environment (Contact Centre or front-end servicing), preferably in Life Insurance.
• Solid understanding of insurance products, servicing processes, and regulatory expectations (MAS Guidelines, PDPA, BNM) preferred.
• Preferably possess Malaysia and Singapore insurance certifications such as BCP, PGI, HI, CMFAS or equivalent insurance knowledge.

Responsibilities

• Attend to regional enquiries and requests from phone calls/live chats and email in a professional, efficient, accurate, empathetic and prompt manner.
• Provide accurate information on insurance products, policy details, billing, claims, and other customer enquiries.
• Resolve policyholders’/financial representatives’ issues at first-touch resolution and with good closure.
• Update complete and accurate information on policyholders’ interaction in the CRM system.
• Ensure effective and timely follow-up to our policyholders/financial representatives.
• Assist with ad-hoc initiatives/projects as delegated by Managers/Head of Department.

Skills

Interpersonal skills

Communication

Conflict resolution

Problem-solving

CRM systems

Microsoft Office

AI-enabled tools

English proficiency

Mandarin (advantage)

Education

Degree in relevant field

Diploma with relevant experience

Tools

CRM systems

Servicing platforms

Call monitoring tools

Microsoft Office

AI-enabled tools

Job description

The Contact Centre Associate (Regional) is the frontline representative of Great Eastern, responsible for delivering prompt, professional, and accurate responses to customer enquiries. This includes attending to phone enquiries from our policyholders and financial representatives, and live chats from our financial representatives. This role plays a critical part in maintaining service excellence, customer satisfaction and supporting policyholders throughout their insurance journey

Key Responsibilities

• Attend to regional enquiries and requests from phone calls/ live chats as well email in a professional, efficient, accurate, empathetic and prompt manner.
• Provide accurate information on insurance products, policy details, billing, claims, and other customer enquiries.
• Resolve policyholders’/ financial representatives’ issues at first-touch resolution and with good closure.
• Update complete and accurate information on policyholders’ interaction in the Customer Relationship Management (CRM) system.
• Ensure effective and timely follow-up to our policyholders/ financial representatives.
• Assess appeals and put up recommendation to Managers/ Head of Department.
• Meet individual and team performance metrics (e.g. call quality, response time, customer satisfaction)
• Perform additional or overtime duties during operational exigencies when required.
• Be accountable in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks.
• Maintain awareness of industry trends on regulatory compliance, emerging threats and appropriate steps to mitigate the risks.
• Highlight any potential concerns/ risks and proactively shares best risk management practices.
• Assist with ad-hoc initiatives/ projects as and when delegated by Managers/ Head of Department.

We are looking for people with

• Minimum Degree qualification in a relevant field.
• Diploma holders with strong and relevant experience may be considered.
• Minimum 3 years’ experience in a servicing environment (Contact Centre or front‑end servicing), preferably in the Life Insurance industry.
• Solid understanding of insurance products, servicing processes, and regulatory expectations (MAS Guidelines, PDPA, BNM) preferred.
• Preferably possess Malaysia and Singapore insurance certifications such as BCP, PGI, HI, CMFAS or equivalent insurance knowledge.
• Strong interpersonal, communication, conflict resolution, and problem‑solving skills.
• Excellent command of spoken and written English; Mandarin proficiency is an added advantage.
• Proficiency in Contact Centre and customer servicing tools including CRM systems, servicing platforms, call monitoring tools, Microsoft Office, and AI‑enabled tools.
• Ability to perform in a fast‑paced, high‑volume, and dynamic servicing environment.
• Demonstrates strong teamwork, resilience and adaptability including additional or overtime duties during operational exigencies when required.

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.
• 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.