Operations Executive

Igloo; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading insurtech firm in Kuala Lumpur is seeking a Customer Service and Claims Processing Specialist. This role involves providing end-to-end support for customer inquiries and claims, ensuring compliance with internal SOPs. Ideal candidates will possess strong communication skills and attention to detail, with familiarity in tools like Excel and Zendesk being advantageous.

Qualifications

• Strong communication and problem-solving skills required.
• Attention to detail and accuracy is essential.
• Basic knowledge of Excel/Google Sheets needed.

Responsibilities

• Respond to customer inquiries via email and chat.
• Review and validate submitted claims for completeness.
• Match internal data with data provided by partners.

Skills

Communication

Problem Solving

Attention to Detail

Multitasking

Tools

Excel

Google Sheets

Zendesk

Job description

About Igloo

Igloo (formerly Axinan) is the first full-stack insurtech firm to emerge from Singapore. With offices across Singapore, Indonesia, Thailand, the Philippines, Vietnam, Malaysia, China and India, Igloo is fueled by a mission of making insurance accessible and affordable for all. Igloo's innovation solutions empower companies to eliminate operational risk, drive new revenue streams and optimise and enhance their existing products and services. With a successful Pre-Series C fund round of US$36 million in Dec 2023, Igloo has now raised over US$100 million. The leading regional insurtech firm looks to expand regionally with strategic acquisitions and hiring great talent.

As a passionate team building meaningful solutions to make an impact, we are looking for like-minded individuals to join us at Igloo. At our core, we prioritise teamwork and foster a culture built on strong collaboration and we are looking for talented people like you.

What we look for

This role involves end-to-end support for customer service, claims processing, and basic reconciliation tasks. The ideal candidate ensures timely, accurate, and compliant handling of all responsibilities in line with internal SOPs and partner requirements.

Job Responsibilities

Customer Service

• Respond to customer inquiries via email and chat; outbound calls may be required on a case-by-case basis.
• Provide accurate and clear information regarding product coverage, policies, and claims.
• Resolve customer complaints and escalate complex issues as necessary.
• Maintain up-to-date and accurate records in Zendesk and internal portals.

Claims Handling

• Review and validate submitted claims for completeness and eligibility.
• Ensure claims are processed in accordance with all relevant SOPs, not just timelines but also procedure and documentation.
• Communicate claim decisions and next steps to customers clearly and professionally.

Basic Reconciliation Support

• Match internal data with data provided by partners to ensure alignment.
• Identify and resolve discrepancies in collaboration with internal teams.
• Maintain organised reconciliation records using GSheet, Excel, and CRM tools.
• Ensure all reconciliation tasks are completed within the agreed timeline.
• Support the preparation of monthly summary reports for finance and insurers.

• Strong communication and problem-solving skills
• Attention to detail and accuracy
• Basic knowledge of Excel/Google Sheets
• Ability to multitask and prioritise under pressure
• Familiarity with Zendesk or other ticketing systems is a plus