Contract Executive, Customer Care (1 year contract)

Job Description

The key responsibilities include:

• Manage updates of customer information i.e., nomination, update of particulars into database system.
• Adherence to data workflows within service level agreements (SLA) and high accuracy.
• Perform quality check and performance coaching.
• Handle 2nd level enquiries from backend customers’ enquiries through checks and verifications against source documents and related information.
• Investigate on complaints and mitigating measures.
• Collaborate with stakeholders to understand requirements and fulfil objectives.
• Streamline work processes, review, and provide feedback for improvement.
• Comply to Risk and Compliance.
• Prepare department monthly/ad-hoc reports.
• Perform data analytics to review work process improvements, initiate or support new implementations.
• Maintain Compliance and Regulatory Guidelines/SOPs in managing customer records.
• Undertake any assignments as and when assigned.

The requirements are:

• Education: Polytechnic/Degree
• Professional/Trade Qualification: Preferably with Insurance Certification
• Experience: Preferably minimum 1-2 years of working experience in relevant field
• IT & Computer Proficiency: IT-savvy with strong in MS Office; ability to work confidently with multiple systems and digital tools
• Working knowledge of SOPs, regulatory guidelines and strong governance orientation

The other competencies are:

• Strong attention to detail and accuracy
• Good analytical and critical thinking skills.
• Able to work efficiently in a fast-paced, team-oriented environment.
• Must be proactive, work independently and multi-tasking.
• Manage large workloads effectively while maintaining data accuracy.
• Maintains focus during repetitive and detail-intensive tasks.
• Maintains discipline and data integrity during high-volume or time-sensitive activities such as migration and cutover
• Good organizational skill and effective time management.
• Strong inter-personal and written communication.