Branch Services Executive - Petaling Jaya (Life Insurance)

Generali Life Insurance Malaysia Berhad; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A major insurance provider is seeking a customer service representative to manage inquiries and complaints effectively while ensuring compliance with industry regulations. The ideal candidate will have a degree in business and a minimum of three years' experience in customer service, preferably in the insurance sector. Responsibilities include executing daily branch operations, customer retention, and maintaining premium collections. This role is crucial for upholding the company's reputation and ensuring customer satisfaction in Petaling Jaya, Malaysia.

Qualifications

• Minimum of 3 years’ experience in customer service, preferably in the insurance industry.
• Knowledge of the life insurance business and administrative procedures.
• Confident and able to communicate effectively with all levels of internal and external customers.

Responsibilities

• Provide reliable and responsive customer service to policyholders and agents.
• Execute branch daily operations ensuring inquiries are handled timely.
• Handle complaints and manage customer retention.
• Ensure compliance with relevant regulations and procedures.

Skills

Strong interpersonal skills

Effective communication

Proactive work ethic

Education

Degree in business or related discipline

Job description

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, reinstatements, 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 compliant to all compliance matters 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 of 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.

Application Questions

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• How many years’ experience do you have in the insurance industry?
• How many years’ experience do you have as a customer services representative?
• Do you have customer service experience in the insurance industry?

Generali is one of the largest global insurance and asset management providers. With over 190 years of insurance experience, we now serve 67 million customers in more than 50 countries worldwide. With a wide network of agents, partners, and branches nationwide, it is one of the largest general insurers in Malaysia, with close to 2 million customers. It strives to further its ambition of being a trusted lifetime partner and, more importantly, enable people to shape a safer and more sustainable future by caring for their lives and dreams. From business to home and mobility to health, it offers comprehensive protection solutions to bring genuine value to individuals, families, and businesses.