Branch Services Executive - Petaling Jaya (Life Insurance)

Generali; Selangor; On-site; MYR 45,000 - 60,000; Full time

Job summary

A leading insurance company in Malaysia is seeking a Customer Service Representative to manage daily operations and provide excellent service to policyholders and agents. Responsibilities include resolving inquiries, managing complaints, and ensuring compliance with industry regulations. Candidates should possess a degree in a business-related field and have at least 3 years of experience in customer service, preferably in the insurance industry. The role demands strong interpersonal skills and effective communication with customers.

Qualifications

• Minimum of 3 years’ experience in customer service or administration.
• Strong knowledge of the life insurance business.
• Ability to adhere to business rules and administrative procedures.

Responsibilities

• Execute branch daily operations to ensure inquiries are handled timely.
• Manage office supplies and ensure procedural compliance.
• Handle complaints and work with process owners to resolve issues.
• Ensure timely collection and banking of premium payments.

Skills

Customer service

Interpersonal skills

Effective communication

Proactive approach

Education

Degree in business or insurance

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 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 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.