Insurance Customer Service Operations

Key Responsibilities:

·       Consistently deliver on our brand promise while providing exceptional service support to our customers.

·       Address complaints at the initial point of contact, striving to resolve issues to the satisfaction of our customers.

·       Maintain a customer-centric approach by encouraging feedback on their experiences and gathering ideas and suggestions to enhance our connection with customers.

·       Conduct verification of post-sale policies and claims.

·       Assist in the validation, updating, and distribution of reports, along with tracking production and sales reporting.

·       Follow up on overdue premiums resulting from unsuccessful installment payments.

·       Provide support for the fulfillment of marketing promotions and campaigns.

·       Draft precise and professional correspondence for customers, including emails and outgoing mail.

·       Manage callback requests from customers.

·       Address policy maintenance issues, including endorsements and cancellations.

·       Handle customer service email communications within the stipulated Service Level Agreement (SLA).

·       Collaborate closely with various departments to ensure the efficient processing of transactions.

·       Participate in User Acceptance Testing (UAT) as necessary.

·       Engage actively in sessions aimed at process improvement, offering constructive feedback and recommendations.

·       Execute additional duties as required by the business.

Core Competencies

·       A solid understanding of general insurance policies and terminology is advantageous.

·       Exhibit a strong customer-focused personality and mindset.

·       Demonstrate a cheerful and pleasant demeanor.

·       Possess strong interpersonal and communication abilities.

·       Be highly independent, self-driven, and collaborative within a team environment.

·       A quick learner who can adapt to a fast-paced setting and swiftly understand new processes and systems.

·       Exhibit attention to detail and possess strong organizational skills, with the capability to manage multiple tasks simultaneously.

Experience

·       Minimum of 2 years of relevant experience in general insurance operations.

Qualifications

·       Diploma or Degree qualification.

·       Insurance certificates (BCP & PGI).

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