Protege Customer Service (CX), Tawau Branch

Etiqa Insurance and Takaful; Tawau; On-site; MYR 40,000 - 64,000; Full time

Job summary

Etiqa Insurance and Takaful is seeking an Assistant Branch Manager to support branch targets and deliver excellent customer service. You will collaborate with underwriting, claims and policy processing teams to meet service goals, while identifying cross-sell opportunities and managing cash and reconciliations.

The role emphasizes strong communication, problem-solving, and adherence to SOPs and regulatory requirements within a busy branch environment in Sabah/Tawau.

Qualifications

• Bachelor's degree in related discipline.
• Fresh graduates encouraged to apply.
• Strong customer service orientation and communication skills.

Responsibilities

• Assist Branch Manager in achieving General Takaful targets.
• Ensure efficient and prompt service for walk-in customers and agents.
• Interact with Etiqa units (processing, underwriting, claims, policy) to ensure service levels.
• Identify customer needs and sales opportunities and develop customized solutions.
• Ensure cash management, cash counts, and account reconciliation; handle complaints promptly at the counter.

Skills

Customer service orientation

Interpersonal communication

Problem solving / complaint handling

Education

Bachelor's Degree in Business Administration, Marketing, Finance, Insurance, Banking, Economics, Management, or related discipline

Tools

Microsoft Office

Job description

Assist Assistant Branch Manager in achieving the branch General Takaful targets. Ensure efficient and prompt service is provided to all walk in customers and agents. Ensure all activities undertaken are in accordance to branch SOPs as well as compliance to regulatory requirements. Ensure all Cash Management is well managed. Ensure all new initiatives to improve the service offerings e.g. cross selling opportunities, conservation activities etc based on the needs of the organization and the customers.

Job Description

• Ensuring efficient and excellent customer service, while ensuring compliance to all internal/external rules, regulations, statutory guidelines and service level agreements.
• Assist Branch Manager in quality improvement initiatives.
• Interact with relevant functional areas within Etiqa, e.g. extended processing unit, underwriting, claims and policy processing to ensure proper service levels are provided to customers
• Work jointly with sales support team to identify customer needs and sales opportunities through detailed knowledge of the customer’s business and develop customized solution to address the needs.
• Ensure prompt services to walk-in customer s and agents, and the efficient handling of their complaints in a timely manner at the customer service counter. Perform and conduct cash count and perform account reconciliation.

Qualification / Requirement

• Bachelor's Degree in Business Administration, Marketing, Finance, Insurance, Banking, Economics, Management, or any related discipline.
• Fresh graduates are encouraged to apply.
• Graduates with internship experience in customer service, banking, insurance, sales support, or administrative functions will have an added advantage.
• Strong customer service orientation with excellent interpersonal and communication skills.
• Good problem-solving and complaint-handling abilities.
• Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Strong attention to detail and accuracy when handling transactions, reports, and reconciliation activities.