Premium Collections & Customer Experience Associate

Great Eastern; Kuala Lumpur; On-site; MYR 66,960 - 100,440; Full time

Job summary

Great Eastern Malaysia is seeking a detail‑oriented professional to oversee premium collection activities and ensure compliance with company and regulatory guidelines. You will deliver excellent customer service across channels, address policyholder inquiries, and support process improvements while mitigating risks.

The ideal candidate has a degree in business, insurance or finance, at least 2 years in insurance or financial services, strong communication skills, and a proven ability to analyze

Qualifications

• Bachelor’s Degree preferably in business, insurance or finance.
• Minimum 2 years in the insurance or financial institution.
• Good verbal and written communication skills.
• Knowledgeable in customer service benchmarking and networking skills.
• Competent in analysis, negotiation and conflict / problem resolution.
• High level of integrity, takes accountability of work and good attitude over teamwork.
• Takes initiative to improve current state of things and adaptable to embrace new changes.

Responsibilities

• Responsible for premium collection functions and to ensure the operational activities meet / exceeded the department’s performance metrics, delivers excellent customer experience, and complies with company and regulatory’s policies and guidelines.
• To ensure all premium collection transactions are attended meet / exceeded department’s performance metrics and standards.
• Attending to correspondence, telephone enquiries/complaints from policyholders, branches, agents & bankers relating to policy matters in a clear, accurate & timely manner via different channel, i.e., Email, letter, ICM, Call Centre escalations.
• Assist in supervising and training of staff.
• Liaising with bank personnel / System Support/ IT in handling electronic payment system including system/servicing issues, service/system enhancement.
• Involvement in any projects/initiatives as and when given by the management.
• Any ad-hoc duties as and when given by the management.
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlights any potential concerns /risks and proactively shares best risk management practices.

Skills

Verbal communication

Written communication

Customer service benchmarking

Analytical skills

Negotiation

Conflict resolution

Integrity

Initiative

Teamwork

Education

Bachelor’s degree in business/insurance/finance

Job description

Great Eastern Malaysia is seeking a detail‑oriented professional to oversee premium collection activities and ensure compliance with company and regulatory guidelines. You will deliver excellent customer service across channels, address policyholder inquiries, and support process improvements while mitigating risks.

The ideal candidate has a degree in business, insurance or finance, at least 2 years in insurance or financial services, strong communication skills, and a proven ability to analyze