Associate, Customer & Agent Service Centre

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asias 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 a professional to join our team as an Associate for our Customer & Agent Service Centre team under GELM Operations-Policy Servicing Administration. In this role, you will attend walk-in customers/agents service needs promptly and professionally and process service request transactions as required.

The Job

• To provide high quality service to customers and agents according to the service benchmarks and companys guidelines.
• Attend to walk-in customers/agents enquiries or service request on policy matters in a clear, accurate and timely manner.
• Handle any issues or complaint from customers professionally and provide appropriate solutions to address the situation.
• Ensure conservation of policy and retention of customers is observed when necessary.
• Answer procedural questions and quotes policy values and disbursement amount
• Perform other administrative tasks such as reconciliation of the cheque balancing report, stamping duty report etc.
• Ensure the Service Centre is well-maintained and orderly at all times.
• To attend tasks and enquiries escalations.
• Any ad-hoc duties as and when given by management.
• 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.

The Person

• Tertiary qualification preferably in Communication, Management, Business Administration Marketing or Insurance.
• Minimum FLMI or Diploma in MII or part ACII, AMII.
• Preferably 2-3 years in financial or service related industry. Customer Service or Life Underwriting experience will be an added advantage.
• Good verbal and written skills (English and Bahasa Melayu). Proficiency in Mandarin is an advantage.
• Technology savvy with Microsoft Office and able to adapt quick with systems.
• High commitment with work and is time-sensitive.
• Great customer service skills and solution oriented.
• Able to work efficiently in a high pressure environment.
• 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: HQ

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 peoples lives by actively helping customers live healthier, better and longer; and drive responsible business practices through material ESG risk management.