Customer Service Operation Analyst (Sibu, Sarawak)

Manulife Financial; Sibu; On-site; MYR 100,000 - 150,000; Full time

Job summary

Join a leading financial services provider where you'll enhance customer experiences for walk-in clients at our Sibu branch. This role focuses on supporting agents and customers, handling inquiries, and ensuring efficient service. Ideal for candidates looking to grow in a customer-oriented environment, with opportunities in insurance and financial advisory.

Benefits

Flexible working environment

Career growth opportunities

Qualifications

• Fresh graduate or 2 years experience in Insurance or Customer Service.
• Proficient in Mandarin, familiarity with dialects like Hokkien/Fuzhou is advantageous.
• Ability to work independently and strong discipline.

Responsibilities

• Provide customer service for walk-in transactions and inquiries.
• Assist with New Business documents and customer reports.
• Ensure effective transaction processing within agreed turnaround times.

Skills

Interpersonal skills

Customer focused

Organizational skills

Team player

Education

University Degree in any discipline

At least two years experience in Insurance Industry

Tools

AS400 systems

Microsoft Office

Job description

The opportunity

This position is accountable to provide a good customer experience for walk in transactions and enquiries. The staff is expected to provide accurate information and guidance to customers.

Position Responsibilities:

1. Attend to agents / customers walk in at Branch counter from 9.00 am – 5.30 pm.

• To assist agent to follow up on New Business / POS Admin / POS Benefit / Claims AIRA documents.

• To assist MyCare channel and walk in agents / customers for preparation of PSE report (Policy Sustainability Report)

• To attend customer’s enquiries by explaining to the customer their product plans feature, plan benefits, and other related enquiries. Staff may need to study more on the old plans and able to do cross selling for better benefits to the customer.

• Involved in conservation process including but not limited to Pre-Lapse, Lapsed and renewal benefit calls.

2. End of day Process

• Reporting – ensure documents scanned and pending issues recorded and being followed thru based on the turn-around-time (TAT)

• Review TNPS’ customers verbatims and provide feedback to close loops and discuss with supervisor for further action planning.

3. Process transactions from customers for Policy Servicing cases according to the agreed TAT and based on the authority given.

Required Qualifications:

• Fresh graduate with University Degree in any discipline, or

• At least two-year experience in Insurance Industry, preferably in Customer Service or Life Insurance

• Familiarity with working with AS400 systems and Microsoft Office.

• Able to plan and organize to ensure all tasks are carried out effectively and efficiently.

• Able to work independently.

• Good interpersonal skills.

• Good working attitude and discipline.

• Self-Initiative, self-motivated, customer focused and able to work as a team. Has sense of urgency and able to do the right thing, strong relationship-building skills, and team player.

• This position requires candidate to be stationed at the Sibu, Sarawak branch.

• Proficient in Mandarin to communicate with Mandarin-speaking clients (knowledge of other language is advantageous especially Hohckew/Fuzhou dialect)

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail] .

Working Arrangement

Hybrid