Senior Officer - Customer Service [Insurance Admin I JB]

Private Advertiser; Johor Bahru; On-site; MYR 36,000 - 60,000; Full time

Job summary

Private Advertiser is seeking a Senior Officer - Customer Service (Insurance Admin I JB) to manage end-to-end HP insurance renewals and customer relations. The role emphasizes timely renewals, accurate processing, and regulatory compliance within the insurance operations and customer service functions.

You will explain coverage, coordinate with partners, and maintain records while meeting performance targets. Strong communication and MS Office skills are essential for this on-site JB role.

Qualifications

• Diploma in Business Administration, Insurance, Finance, Marketing, or related field.
• Minimum 2–3 years' experience in insurance, banking, finance, or customer service.
• Experience in motor or general insurance is an advantage.
• Experience dealing with HP customers preferred.
• Knowledge of customer service best practices.
• Familiar with Excel, Word, PowerPoint.

Responsibilities

• Prepare and issue insurance quotations.
• Explain insurance coverage, benefits, and options to customers.
• Coordinate with insurance partners and internal departments to complete the process.
• Contact HP customers to remind them of upcoming renewals.
• Follow up with customers to secure policy renewals before expiry.
• Ensure insurances are processed accurately and within the required timeline.
• Handle customer enquiries related to insurance.
• Resolve customer issues and elevate complex cases when necessary.
• Build long-term relationships to improve customer retention and satisfaction.
• Maintain accurate customer and policy records.
• Prepare daily, weekly, and monthly renewal reports.
• Monitor renewal performance and outstanding cases.
• Ensure proper filing of supporting documents.
• Ensure renewal activities comply with Bank Negara Malaysia and regulations.
• Maintain confidentiality of customer information.

Skills

Customer service

Communication

Negotiation

Team player

Independent worker

Education

Diploma in Business Administration or related field

Tools

Microsoft Office

Job description

Senior Officer - Customer Service [Insurance Admin I JB]

Job Purpose:
Responsible for managing the end-to-end process for insurance policies of Hire Purchase (HP) customers. The role focuses on ensuring timely renewals, maintaining customer relationships, achieving targets, and providing excellent customer service while complying with company policies and regulatory requirements.

Job Description:

Insurance Operations

Prepare and issue insurance quotations.

Explain insurance coverage, benefits, and available options to customers.

Coordinate with insurance partners and internal departments to complete the process.

Contact existing HP customers to remind them of upcoming insurance renewals.

Follow up with customers to secure policy renewals before expiry.

Ensure all insurances are processed accurately and within the required timeline.

Customer Service

Handle customer enquiries related to insurance.

Resolve customer issues and elevate complex cases when necessary.

Build long-term relationships to improve customer retention and satisfaction.

Administration

Maintain accurate customer and policy records.

Prepare daily, weekly, and monthly renewal reports.

Monitor renewal performance and outstanding cases.

Ensure proper filing of supporting documents.

Compliance

Ensure all renewal activities comply with Bank Negara Malaysia, company policies, and insurance regulatory requirements.

Maintain confidentiality of customer information.

Requirements:

Diploma in Business Administration, Insurance, Finance, Marketing, or related field.

Minimum 2-3 years' working experience in insurance, banking, finance, or customer service.

Experience in motor insurance or general insurance operations is an advantage.

Experience dealing with HP customers is preferred.

Knowledge of customer service best practices.

Familiar with Microsoft Office (Excel, Word, PowerPoint).

Strong communication and negotiation skills.

Able to work independently with minimal supervision

Team player with a positive attitude.