Associate, Regional Contact Centre (Multiple Contact Touchpoint)

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

Job summary

Great Eastern is seeking a proactive Contact Centre Associate (Regional) in Kuala Lumpur. You will handle regional enquiries via phone and live chat, delivering accurate information on insurance products, policy details, and billing while ensuring first-touch resolution and proper CRM updates.

You will maintain compliance with MAS guidelines, PDPA, and BNM, and participate in ad-hoc initiatives as needed. Strong English and Mandarin skills are advantageous.

Qualifications

• Minimum 3 years’ experience in a servicing environment (Contact Centre or front‑end servicing).
• Solid understanding of insurance products, servicing processes, and regulatory expectations (MAS Guidelines, PDPA, BNM).
• English proficiency strong; Mandarin is an added advantage.
• Malaysia/Singapore insurance certifications such as BCP, PGI, HI, CMFAS or equivalent.

Responsibilities

• Attend to regional enquiries and requests from phone calls/live chats 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 with good closure.
• Update complete and accurate information on policyholders’ interaction in the CRM system.
• Ensure effective and timely follow-up to policyholders/financial representatives.
• Assess appeals and put up recommendations to Managers/Head of Department.
• Be accountable for business and regulatory compliance risks and mitigate them.
• Maintain awareness of regulatory compliance, industry trends, and threats.

Skills

Interpersonal skills

Communication skills

Conflict resolution

Problem solving

Attention to detail

Education

Degree in a relevant field

Diploma with relevant experience

Tools

CRM systems

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 role plays a critical part in maintaining service excellence, customer satisfaction and supporting policyholders throughout their insurance journey.

• Attend to regional enquiries and requests from phone calls/ live chats 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.
• 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 who

• 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.