Insurance Policy Support Specialist

Great Eastern; Kuala Lumpur; On-site; MYR 3,000 - 5,000; Full time

Job summary

Great Eastern Life Malaysia is seeking a dedicated Contact Centre Officer to provide prompt and efficient service to customers and agents across channels. You will handle policy inquiries with clarity, deliver quality service, and strive to meet service levels and individual targets in a fast-paced environment.

You will work closely with other teams, maintain up-to-date product knowledge, and participate in ongoing training to continuously improve skills and performance.

Qualifications

• Tertiary qualification preferably in Communication, Management, Business Administration or Insurance.
• Added advantage: ALMI, FLMI or Diploma in MII or part ACII, AMI.
• At least 2–3 years of working experience in a Life Insurance or financial industry and preferably with a Customer Service or Call Centre background.
• Key Competencies include strong communication skills, customer service focus, problem resolution, teamwork, accountability and basic PC knowledge.

Responsibilities

• Handle customers/agents enquiries regarding policy matters in a clear, accurate and timely manner for all channels.
• Deliver quality service to customers/agents and meet the minimum rating of the soft skill evaluation for all channels.
• Meet the individual targets for Contact Centre and ensure service levels are met.
• Liaise with other Contact Centre members and departments to resolve enquiries/requests, where applicable.
• Maintain product knowledge, procedures, guidelines and customer handling skills.
• Participate in training to continuously enhance skills and knowledge.

Skills

Communication

Customer service

Problem solving

Teamwork

Accountability

PC knowledge

Education

Tertiary qualification in Communication/Management/Business Administration/Insurance

ALMI/FLMI or Diploma in MII/ACII/AMI (advantage)

Job description

Great Eastern Life Malaysia is seeking a dedicated Contact Centre Officer to provide prompt and efficient service to customers and agents across channels. You will handle policy inquiries with clarity, deliver quality service, and strive to meet service levels and individual targets in a fast-paced environment.

You will work closely with other teams, maintain up-to-date product knowledge, and participate in ongoing training to continuously improve skills and performance.