Job Description

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia\'s leading insurer for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement - from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

Integrity, Initiative, and Involvement is what guides us. It is what makes us do the right thing, take the lead, and choose \'we\' over \'me\'. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.

As a purpose-driven organisation committed to providing the best service and support to our policyholders, we are seeking a professional to join our team as Associate, Customer & Agent Service Centre in Kuching Branch (Sarawak). In this people-centric role, you will be fronting both agents and policyholders and provide a one-stop service solution that is in line with the organisation\'s vision and mission towards delivering exceptional customer service.

The Role: * To drive the digital initiatives and monitor the adoption through survey/ feedback reports, branch transaction reports, etc.

• Assist in managing the customer lobby to divert customers and agents in queue and counters, and assist in promotion of e-Platforms (Eg: e-Payment, e-Transaction via eConnect) for high-standard delivery, professional and effective services, and improve overall waiting times.
• To inculcate \xe2\x80\x9chumanized\xe2\x80\x9d culture and promote excellent service experience to both customers and agents.
• To provide one stop referral point for New Business Underwriting, Customer Service, Life & Health Claims, follow up on enquiries and feedback received.
• To promote excellent agent service experience by providing effective and prompt resolution for cases referred.
• To attend walk-in agents & customers and ensure that their expectations are being fulfilled.
• Ensure compliance with Branch Operational Guide. Meeting deadline and service turnaround time set.
• Familiarised with new procedures, guidelines, and product knowledge for effective explanation to customers.
• Monitor claims approved by Head Office and handle ad-hoc assignments as and when assigned by superiors and management.
• Process data-entry; prepare endorsements and check reports in an accurate and a timely manner.
• Liaison with customer service officer or personnel from Head Office for clarifications and/or any requirements and with hospital/ clinic for medical reports required for claims.
• Conserves policies through client retention efforts.
• Assist and relief Executive or other Officer whenever needs arises.

The Person: * Tertiary qualification in any discipline recognised by the Minister of Higher Education of Malaysia, preferably in Management, Insurance, Business Studies, Administration or related field or ACS, ACII, AMII, AII or equivalent.

• Minimum 1-2 years working experience, preferably in customer service or Life Underwriting experience.
• Possesses good written and verbal command in English, Mandarin and Bahasa Malaysia (ability to converse in other languages is an advantage).
• Ability to influence, negotiates, builds positive relationships, and manages conflicts in between internal and external parties.
• Proficient in using computer and professional use in Microsoft Office.
• Possess GELM, GETB and GEGM Product Knowledge, policy servicing guidelines and procedures, Financial Services Act (FSA).
• Possess basic General, Life Underwriting and Claims Processes.
• Proficient with system: GELM / GETB - FPMS, Life Asia, Ewms, WOW, EDMS / Filenet, GEGM - FLAS, GI Exchange, Polisy M, MMIP Prod, GMBS - MBS400 and any other CS related applications.

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