Policy Owner Service Specialist

AIA Malaysia (Insurance); Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading insurance company in Kuala Lumpur seeks a qualified individual for after-sales support in policy administration. The ideal candidate will have a degree or diploma with at least 5 years' experience in insurance, strong leadership skills, and effective communication abilities in English and Bahasa Malaysia. The role involves coaching staff and ensuring quality service standards while striving for career growth opportunities in an empowering environment.

Benefits

Wellbeing tools and programmes

Mentorship and job mobility opportunities

Diverse team culture

Qualifications

• At least 5 years relevant experience in the insurance industry.
• Ability to work independently.
• Ability to speak additional languages is an advantage.

Responsibilities

• Provide after-sales support to policy-related processes.
• Communicate job expectations and monitor staff performance.
• Maintain quality service and resolve customer service issues.
• Coaching new staff on POS transactions.
• Monitor team performance against service delivery benchmarks.
• Liaise with departments on new initiatives and improvements.

Skills

Leadership skills

Problem-solving

Verbal and written communication in English

Verbal and written communication in Bahasa Malaysia

Education

Degree or Diploma in any discipline

Tools

MS Office

Job description

Overview

This job is about helping customers after they\'ve bought insurance policies. You might like this job because you\'ll get to lead a team, solve problems, and make a real difference in people\'s lives while contributing to a healthier future.

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people\'s lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

Responsible for providing after-sales support to policy-related administrative processes.

Job Description

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It’s about finding new ways to not only better people\'s lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030. And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business. Sound like you? Then read on.

Roles and Responsibilities

• Accomplishes staff performance in POS transactions by communicating job expectations, planning, monitoring, coordinating, enforcing POS procedures, and productivity standards.
• Display good leadership skills.
• Maintain quality service by enforcing quality and improving customer service standards; analyzing and resolving customer service problems and maintaining communication with all the departments on POS processing.
• Provide coaching to new staff on POS transactions.
• Attend to difficult requests/appeal cases/complaints from customers referred by sales channels, branches and ensure that these are resolved in a satisfactory manner.
• Check and approve payments and journal after processed by processor.
• Monitor team performance to ensure that the departmental benchmark of service delivery and efficiency are met.
• Liaise with other departments on new initiatives, system change, rectification & recovery.
• Monitor and introduce improvements to the work process.
• Participate in organisation-wide projects.
• Any other duties assigned by supervisor.

Minimum Job Requirements

• Degree or Diploma in any disciplines with at least 5 years relevant experiences in an insurance industry.
• Competent verbal and written communication skills in English and Bahasa Malaysia. Ability to speak other languages will be an added advantage.
• Computer literate and well versed in MS Office.
• Able to work independently.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

Job Requirements

Company Benefits

We offer a range of wellbeing tools and programmes to help you think well, feel well, plan well and live well.

Opportunities for career growth

With our diverse up-skilling, mentorship, job mobility and career experiences, we will help shape your career, your way.

Diverse team culture

It\'s our differences that make us better together. We empower you to be your best and make a difference in your own unique ways.

Do you believe in helping shape a better, more sustainable future? As the largest listed company on the Hong Kong Stock Exchange, we\'ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.