Customer Service Specialist - Butterworth

Job Summary

Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction for both Conventional and Takaful insurance services.

Key Tasks & Accountabilities

1. Welcome customers as they arrive at the branch for premium payment and policy queries.
2. Perform customer verification and due diligence when required.
3. Perform premium collection and reconciliation duties and ensure any discrepancies are resolved immediately
4. Perform timely banking of collections and maintain up to date filling on collection related documents.
5. Attend and process queries/ requests by customers and agents promptly. If necessary, escalate unresolved queries to the designated department/ headquarter for further action immediately
6. Take the extra mile to engage customers and agents.
7. Proactively contribute feedback / suggestion for improvement on any service gap detected.
8. Provide product or service information to customers.
9. Help to generate sales leads whenever possible.
10. Handle queries on policy loans, withdrawal. surrender and other non-forfeiture options and carry out conservation of these cases as and when are appropriate.
11. Administer the correct forms to customers and agents and advise the correct process/ procedures and requirement.
12. Ensure all forms / documents duly completed and signed prior to submission for processing.
13. Perform scanning for all customer service-related documents
14. Undertake any other functions or assignments as instructed by superior and management