Customer Service Executive, Life Branch Operations

Role Overview

• Deliver prompt, quality, and professional service for walk in customer for both General and Life insurance needs and requirement such as insurance purchase/renewal, endorsement, enquiries, complaints and claims handling including via telephone or emails.
• Maintain broad knowledge of General and Life Insurance products and services
• To ensure issuance of Motor and Non-Motor Insurance according to company guidelines
• To ensure payments are collected on Cash Before Cover (CBC) for walk in customer and official receipt is issued upon payment received.
• Handling and control daily collection, balancing and reconciliation for life insurance: Handling and control daily collection, balancing and reconciliation
• Prepare and submit Ad-hoc report within turnaround time (TAT) to Account Department
• Safekeeping of collection, cash float and security documents
• Receipt issuance
• Returned cheque handling
• Decentralization of policy servicing (BPM, financial & non-financial policy changes and reinstatement) and decentralization of claim BPM.
• To ensure compliance of FSA 2013, branch SOPs, guidelines & policies issued by relevant bodies.
• To safeguard assets and promote efficient utilization of resources
• To ensure required licenses are renewed and displayed at designated place
• Overall Responsible for security of the branch and collection.
• To ensure that services standard is achieved
• Collaborate and exchange best practices among team members from time to time
• Undertake other duties and assignments assigned by Superior/Branch Manager and when required
• To support on claims related matters and responsible for efficient and effective operation on claims concierge service functions by providing quality service to walk-in customer, agents, and marketers and email claims documents upon receipt to claim hubs within the deadline

Requirements

• Possess a Diploma or Bachelor's Degree in Business Studies/Administration/ Management, Marketing, Finance/Accountancy/ Banking, Commerce, Risk Management or equivalent
• 1-2 years of customer service or administrative experience, preferably in insurance, banking, or related fields, Fresh graduate are also encourage to apply
• Good communication and interpersonal skills
• Strong attention to detail and multitasking ability
• Proficient in Microsoft Office
• Ability to handle sensitive and confidential information with professionalism
• Familiarity with AI tools like ChatGPT or Copilot is an added advantage.

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible working arrangements
• Professional development opportunities