Executive, Client Services

Sun Life Malaysia Assurance Berhad; Kuala Lumpur; On-site; MYR 33,000 - 50,000; Full time

Benefits offered by this job

Medical

Dental

Birthday Leave

Public Holiday Replacement Leave

Job summary

Sun Life Malaysia Assurance Berhad is seeking a Customer Service Associate to act as the first point of contact for customers, handling inquiries, requests and complaints across phone, online, and in-person channels.

The role involves providing accurate information, resolving issues or escalating them, maintaining case records, and coordinating with internal departments. Candidates typically have a Diploma or equivalent and at least 1 year of experience in a related field.

Qualifications

• Minimum Diploma or equivalent qualification in any related field.
• At least 1 year(s) of working experience in the related field.

Responsibilities

• Handle inquiries, requests, complaints, and payments by customers via phone, online, and face-to-face channels.
• Provide accurate information and resolve or escalate issues promptly.
• Maintain proper case records and coordinate with internal departments for timely closure.
• Support MHIT enquiries including medical coverage, claims and pre-authorization matters.
• Escalate unresolved issues to appropriate teams and monitor follow-up actions.

Skills

Customer service

Communication

Multitasking

Problem solving

Education

Diploma or equivalent

Tools

Client Interaction system

Job description

To serve as the first point of contact for customers by handling inquiries, requests, complaints, payments, administrative matters and Medical and Health Insurance/Takaful related service through phone, electronic, face-to-face and online platforms. The role is responsible for providing accurate information, resolving or escalating issues, maintaining proper case records, and coordinating with internal departments. Supporting MHIT enquiries including medical coverage, claims and pre-authorization matters, following up on customer interactions, being aware and familiar with online platforms, and supporting continuous improvement of the customer service process.

Major Accountabilities

• Deal directly with customers through telephone, electronic, face-to-face and online platforms to address their service needs.
• Respond promptly and accurately to customer inquiries within the required service standards.
• Handle, resolve or expand customer complaints in a professional and timely manner.
• Obtain, review and evaluate relevant information to manage product and service inquiries effectively.
• Perform customer verification in line with internal guidelines before sharing information or processing requests.
• Handle MHIT customer enquiries on medical coverage, benefits, premium or payment status, hospital admission support, claims and pre-authorization requirements.
• Manage customer interactions and service requests through the Client Interaction system to ensure timely action, proper tracking and completion within agreed customer timeframes.
• Escalate unresolved requests and complex issues to the appropriate internal teams or designated resources for further handling.
• Maintain customer databases, administrative files and proper records to ensure information is complete, updated and easily traceable.
• Communicate and coordinate with internal departments to resolve customer matters, support follow-up actions and ensure end-to-end case closure.
• Coordinate with Claims, Underwriting, Policy Servicing and branch teams to resolve MHIT-related cases, follow up with customers and highlight recurring issues or process gaps for service improvement.
• Provide feedback on common issues, unusual cases, isolated errors and call findings; participate in briefings and take necessary actions to improve work quality, service conduct and operational consistency; and manage administrative work and filing records to ensure information is complete, organized and traceable.
• Provide feedback on the efficiency of the customer service process

Requirements

Minimum Diploma or equivalent qualification in any related field.

At least 1 year(s) of working experience in the related field.

Sun Life Malaysia Assurance Berhad and Sun Life Malaysia Takaful Berhad is a joint venture by Sun Life Assurance Company of Canada and Khazanah Nasional Berhad.

As a life insurance and Family Takaful provider, Sun Life Malaysia offers a comprehensive range of products and services to Malaysians across the country.

At Sun Life, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

Sun Life Malaysia Assurance Berhad and Sun Life Malaysia Takaful Berhad is a joint venture by Sun Life Assurance Company of Canada and Khazanah Nasional Berhad.

As a life insurance and Family Takaful provider, Sun Life Malaysia offers a comprehensive range of products and services to Malaysians across the country.

At Sun Life, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

Perks and benefits Medical Dental Birthday Leave, Public Holiday Replacement Leave &