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Associate, Customer & Agent Service Centre (GELM Operations-Kuching)

Great Eastern Malaysia Kuching, Malaysia
Posted 11 days ago Permanent Competitive
Associate, Customer & Agent Service Centre (GELM Operations-Kuching)
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.

If you are looking to grow in an exciting career filled with opportunities and potential, we are seeking an ideal candidate to join our team as a Customer Service Associate with our GELM Operations-Kuching team.

Job Purpose

To provide one stop value added service to customers and agents in line with the organisation's direction towards unconventional servicing.

The Job

  • Administrative and Operation of Customer and/or Agent Service Section, attending to New Business, Customer Service, Life & Health Claims enquiries and requests timely and accurately.
  • To promote excellent service experience by providing effective and prompt update for cases referred.
  • To increase Company's "e-Platform" adoption rate that is in line with organization's direction towards digitalization.
  • Ensure service provided to field personnel and customers meet the standard established for the section and branch.
  • Ensure compliance with Branch Operational Guide, Organization's Policies and Guidelines.
  • Attend to feedback and complaints and follow through for effective solution.
  • Meeting deadline and service turnaround time set.
  • Liaison with Customer Service Officers at HO or other branches for clarifications and/or any requirements.
  • Handle ad hoc tasks as and when been assigned by supervisors or management.
  • Assume the role of RISE Servicing Ambassador:
  1. To participate in the discussion and execute action plans required by Team Lead of RISE Servicing.
  2. Assist in preparing communication & training materials on new approach implementation.
  3. Assist in conducting training for agents and staffs related to RISE Servicing new approach implementation.
  4. To provide one stop resolution when agents and/or customers encounter any issues related to the new approach implementation.
  5. To inculcate "humanized" culture and promote excellent service experience to both customers and agents.
  • Assume the role of RISE New Business ("NB") Servicing Ambassador:
  1. To be the personalized one stop referral point for agents, particularly rookie agents on New Business Underwriting and handle their enquiries via phone or WhatsApp.
  2. To prepare briefing materials and conduct monthly engagement session for agents, particularly rookie agents, on New Business procedures and knowledge.
  3. Conduct one to one session / training to agents, particularly rookie agents, on New Business processes, procedures or guides.
  4. Act as liaison between agents, particularly rookie agents, and various departments such as New Business, Customer Service, Life Claims and Healthcare Services on any enquiry received from agents, particularly rookie agents, and ensure expectations are being fulfilled.
  5. To participate in the discussion and execute action plans required by Team Lead of RISE NB.
  • Assume the role of RISE Healthcare Services Department ("HSD") Servicing Ambassador:
  1. Act as the first point of contact for customers or agents on the status of a Guarantee Letter ("GL") case for appointed Hospitals, handle queries of claims from agents, customers or Hospitals via phone or Whatsapp.
  2. Provide personalised service to promote excellent service experience to both customers and agents.
  3. Monitor status of GL.
  4. To liaise effectively with HSD, Hospitals, agents and customers. Liaison with hospital/ clinic for medical reports required for claims.
  5. Visit hospital as and when required.
  • 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.

Our Requirements

  • 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
  • Has great communication and customer service skills.
  • Collaborative and positive relationship building skills
  • Proficient in Microsoft Office and tech-savvy.
  • Possesses cross functional knowledge i.e. Life Insurance, General Insurance, Policies, Procedures and Processes
  • 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.

Location: Great Eastern Malaysia, Kuching Branch

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.

About Great Eastern

Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviours associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.

We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviours, as these are the key traits that we expect from our employees as they develop their careers with us.

We embrace inclusivity, giving all employees an equal opportunity to shine and play their role in exploring possibilities to deliver innovative insurance solutions.

Since 2018, Great Eastern has been a signatory to the United Nations (UN) Principles of Sustainable Insurance. Our sustainability approach around environmental, social, and governance (ESG) considerations play a key role in every business decision we make. We are committed to being a sustainability-driven company to achieve a low-carbon economy by managing the environmental footprint of our operations and incorporating ESG considerations in our investment portfolios; improving people's lives by actively helping customers live healthier, better and longer; and drive responsible business practices through material ESG risk management.
Job ID  240000NF
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