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Family Servicing Specialist
99394
Job Responsibilities:
- Support in managing & maintaining Forms for Family Certificate Servicing.
- Assisted HOD to update/amend the related forms by following the requirement given by BNM, MTA, Zurich Compliance, or Zurich Group.
- Organized the structure of the forms, the contents, and the format.
- Communicated with various departments such as Legal and Compliance, Shariah, and Brand Communications to seek their comments/approval
- Upload the forms that have been signed off to the related website/system such as the Zurich portal, ICERT, and ICMS.
- Review the forms that have been uploaded to the mentioned website/system, to ensure they have been uploaded correctly.
- Examples of forms: - Absolute Assignment Form, Nomination Form, and Cancellation Form.
- Support in maintaining SOPs for Family Certificate SOP.
- Assisted the team to update/amend the related SOP by following the requirement given by BNM, MTA, Zurich Compliance, or Zurich Group.
- Review the amended SOP in the aspect of the process, appendix, and workflow. This is to ensure the SOP is updated and complies with BNM requirements.
- Communicate with Compliance and FCS departments to seek their comments/approval.
- Share the approved SOP with FCS teams and ensure the user complies with the SOP.
- Example of SOP: - Absolute Assignment, Amanah Trust, and Nomination.
- Support in reviewing Statement & Notices
- Review the annual statement and notices upon request by Policy Servicing Operations System Support & Projects department by checking the format, remarks, changes (if any), or any other requirements needed.
- Provide prompt response to HOD after the review has been done.
- Verify, Monitor & support refund of Suspense for Family Certificate Servicing.
- Checking & verify the final refund listing in the system and emailing to Benefit Payable team.
- Monitor & support refund of suspense for ZT cases.
- Monitor cases that have completed with refund process via Accuterm and ICERT system.
- Prepare, reviewed, and revised the Circular for Zurich Takaful
- Assisted to prepare, review, and revised the Circular for servicing or any related to the Zurich Takaful.
- To Review, Support, and monitor monthly submission report
- Monthly task to review the quality assurance report from counterpart.
- KRI Submission to BNM requested by Risk Management
- Prepare, Support, and monitor quarterly & yearly submission reports internally and to Bank Negara Malaysia
- Prepare and assisted to gather the information from counterparts for internal reports, BNM reports, and other reports as follows.
- OTZC report
- SLA Report
- SAOR
- Authority limit review
- Compliance Assurance Terms of Reference (ToR) review
- BNM attestation
- BNM Statsmart - Collection of Surrender and Lapse Data (Quarterly)
- BNM-JPN (TIDeS) (Quarterly)
- Review, and follow up on any issue regarding Audit (Internal/External)
- Review, monitor and follow up with counterpart (Servicing) for all audit issues for both internal and external parties.
- Review, follow up and monitor the current and incoming projects from Project Team
- Participate, coordinate, and discuss with a related party.
- Preparing RED, PCRF, & DCRF as when required.
- Participate & support new product implementation/launch.
- Project
- Participate, coordinate, and monitor for Record Retention Data Disposal for ZTMB.
- To support Operating Effectiveness Testing (OET)
- To provide, prepare and compile the requested servicing process listing and screenshot system sample to Financial Governance & Internal Control.
- Preparing or Performing routine & ad hoc (Report / Function / Activities).
- Generated the reports from the BO system / IT extraction and sort the report by using the template given or format by Marketing / Compliance.
- Quality Assurance as part of ZTMB governance function.
- Prepare servicing manual for ZTMB
- Any ad Hoc Report / Function / Activities required by HOD.
- To follow up inquiry from the Marketing, Agent & Branches
- Assisted in reviewing, checking, and following up to resolve any inquiries and issues from the Marketing, Agent, and Branches.
- To support Group Business Takaful
- To review the master certificate and forms related to Group Business
- Example: Group Term Takaful (GTT)
- Provide training to the Agent / TMDC
- Be part of the training team to provide training to Takaful Agent once or twice a month.
- Temporarily handle Claims Specialist Task
- Assisting to request/monitor data from Claims dept, compile and email to MTA & BNM upon request.