Customer Service Executive

Allianz Malaysia; Kuching; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading insurance company in Kuching, Malaysia is seeking a customer service representative to deliver prompt service for walk-in customers and assist with branch operations. Responsibilities include handling insurance transactions, managing daily collections, and ensuring compliance with regulations. Ideal candidates should possess a relevant diploma and have experience in customer service. Fresh graduates are welcomed. Skills in Microsoft Office and communication are essential for this role.

Qualifications

• 1-2 years of customer service or administrative experience, preferably in insurance or banking.
• Fresh graduates are also encouraged to apply.
• Ability to handle sensitive information with professionalism.

Responsibilities

• Deliver professional service for walk-in customers for both General and Life insurance.
• Ensure compliance with FSA 2013 and branch SOPs.
• Support claims-related matters and provide quality service.

Skills

Communication skills

Attention to detail

Multitasking

Education

Diploma or Bachelor’s Degree in Business Studies/Administration/Management, Marketing, Finance/Accountancy/Banking, Commerce, or Risk Management

Tools

Microsoft Office

AI tools (e.g., ChatGPT, Copilot)

Job description

Does customer satisfaction inspire you?

A one‑stop service solution by providing efficient service, understanding of customer needs and expectations as well as seamless operations for all walk‑in customers for General and Life Insurance under One Allianz Customer Service. Assist branch manager/operations manager for overall branch operations and administration. Responsible for decentralization of services by actively promoting services to agencies and policyholders.

You’ll Be Responsible For

• Deliver prompt, quality, and professional service for walk‑in customers for both General and Life insurance needs and requirements such as insurance purchase/renewal, endorsement, enquiries, complaints and claims handling including via telephone or emails.
• Maintain broad knowledge of General and Life Insurance products and services.
• Ensure issuance of Motor and Non‑Motor Insurance according to company guidelines.
• Ensure payments are collected on Cash Before Cover (CBC) for walk‑in customers and official receipt is issued upon payment received.
• Handle and control daily collection, balancing and reconciliation for life insurance:
  • Handle and control daily collection, balancing and reconciliation.
  • Prepare and submit ad‑hoc reports within turnaround time (TAT) to Account Department.
  • Safekeep collection, cash float and security documents.
  • Issue receipts.
  • Handle returned cheques.
• Decentralize policy servicing (BPM, financial & non‑financial policy changes and reinstatement) and decentralize claim BPM.
• Ensure compliance of FSA 2013, branch SOPs, guidelines & policies issued by relevant bodies.
• Safeguard assets and promote efficient utilization of resources.
• Ensure required licenses are renewed and displayed at designated place.
• Overall responsible for security of the branch and collection.
• Ensure that service standard is achieved.
• Collaborate and exchange best practices among team members from time to time.
• Undertake other duties and assignments assigned by superior/branch manager and when required.
• Support on claims‑related matters and be responsible for efficient and effective operation on claims concierge service functions by providing quality service to walk‑in customers, agents, and marketers and email claims documents upon receipt to claim hubs within the deadline.

Key Requirements

• Possess a Diploma or Bachelor’s Degree in Business Studies/Administration/Management, Marketing, Finance/Accountancy/Banking, Commerce, Risk Management or equivalent.
• 1‑2 years of customer service or administrative experience, preferably in insurance, banking, or related fields.
• Fresh graduates are also encouraged to apply.
• Good communication and interpersonal skills.
• Strong attention to detail and multitasking ability.
• Proficient in Microsoft Office.
• Ability to handle sensitive and confidential information with professionalism.
• Familiarity with AI tools like ChatGPT or Copilot is an added advantage.

Disclaimer

Thank you for your interest in joining our team. Due to the high volume of applications we receive, we are unable to provide individual feedback to every applicant. If you do not hear from us within 14 days of submitting your application, please assume that you have not been selected for this position.

Important

All updates regarding your application status will be communicated via email. Please ensure you frequently check your email for updates and further instructions.

Note

Allianz will not accept any forward unsolicited resumes from any source to our employees email other than directly from a candidate. We will not be responsible for any fees and charges imposed.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let’s care for tomorrow.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz’s company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.