Insurance Customer Service Operations

Main Responsibilities:

·       Delivering our brand promise at all times and offering high levels of consistent, quality service support to our customers

·       Effectively handle complaints at the first point of contact, aiming to resolve situations to customers satisfaction

·       Being customer centric – encouraging them to provide us with feedback from their experiences, hearing about their ideas and suggestions which can the team/organisation be closer to our customers

·       Conduct post sale policy and claims verification

·       Support validation, updating and dissemination of reports, production tracking, sales reporting

·       Follow up on outstanding premium from failed instalment payments

·       Provide support for marketing promotion/campaign fulfilments

·       Prepare accurate and professional customer correspondence, including emails and outgoing mail

·       Handle call back requests from customers

·       Handle policy maintenance matters including endorsements and policy cancellations 

·       Handle customer service email correspondences within SLA (Service Level Agreement)

·       Work closely with the different departments to support the effective processing of the transactions

·       Participation in User Acceptance Test (UAT) when required

·       Actively participate in process improvement sessions, providing constructive feedback and suggestions.

·       Perform other duties as per business requirements

Core Competencies        

·       Good understanding of General insurance policies and terminology is preferred

·       Possess a strong customer centric personality and mindset

·       Possess a pleasant and cheerful disposition

·       Commendable interpersonal and communication skills

·       Highly independent, self-motivated and collaborative in team setting

·       Independent and fast learner, able to adapt to a fast-paced environment and quickly grasp new processes and systems.

·       Attention to detail and strong organizational skills with the ability to multi-task

Experience         

·       At least 2 years relevant working experience in General Insurance operations

Qualifications   

·       Diploma/Degree qualification

Insurance Certificates (BCP & PGI)

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