Branch Services Executive (Contract) - Kuching (Life Insurance)

Generali Malaysia; Kuching; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading insurance provider in Kuching, Malaysia is seeking a customer service professional to ensure reliable support for policyholders and agents. Responsibilities include handling inquiries, solving complaints, managing operations, and ensuring compliance with regulations. The ideal candidate will have a degree in a relevant field and 1-3 years of experience in customer service, preferably within the insurance industry, with strong interpersonal skills and the ability to work independently.

Qualifications

• Minimum 1-3 years' experience in customer service or administration, preferably in the insurance industry.
• Knowledge of the life insurance business.
• Familiarity with business rules, administrative guidelines, and procedures.

Responsibilities

• Execute branch daily operations to ensure timely responses to inquiries.
• Manage office supplies and ensure compliance with procedural requirements.
• Handle customer complaints and provide intensive findings.
• Account for premium collections and forward necessary reports.

Skills

Customer service

Interpersonal skills

Communication

Proactive working

Time management

Education

Degree in business related course, insurance, or related discipline

Job description

Summary

To provide reliable and responsive customer service to all our policyholders and agents. The service will include handling inquiries, complaints, customer retention, processing of new business submission, changes, reinstatments, administration of renewal payments and cashiering.

Responsibilities

• Execute branch daily operations – to ensure that policyholder/agent’s inquiries on products and services are timely and accurately.
• Take charge of office supplies/maintenance whilst ensuring all procedural requirements are strictly adhered to.
• Proposal checking and receipting of payment
• Ensure premium collections are properly accounted for and banked in on a timely basis. Relevant reports, records and documents must be forwarded to Head Office timely for updating of accounts.
• Handling of Complaints – Provide intensive findings and work with process owner to resolve the complaint
• Customer Conservation for walk in customer or by telephone
• Business correspondence to policyholder and agents.
• Manage the Process of simple changes – Non-Financial changes
• Uphold Customer service image in line with ARA core attitudes and ensure proper housekeeping and security measures.
• Ensuring branch operations are in compliant to all Compliance matter and responsible for reporting of suspicious transaction to the AML Compliance Officer and/or Head of Department in line with the Anti-Money Laundering Act (AMLA) and Anti-Terrorism Financing Act (ATFA)

Requirements

• Degree in business related course, insurance, or its related discipline
• Minimum 1-3 years’ experience in customer service or administration or a similar capacity, preferably in the insurance industry.
• Knowledge of the life insurance business.
• Business rules, administrative guidelines, and procedures
• Strong interpersonal and pleasant personality
• Confident and able to communicate effectively with all levels of internal and external customers.
• Proactive and able to work with minimum supervision to meet tight deadlines.