Contract Executive, Customer Care (1 year contract)

Summary

Customer Care Shared Services (CCSS) is a centralized support unit that ensures accurate and compliant management of Income customer records and service requests. We handle updates to personal particulars, nomination registrations, and administrative requests such as official receipts, forms, policy documents, letters, and statements. Our team upholds strict adherence to regulatory requirements, internal policies, and SOPs to safeguard sensitive customer data while delivering timely and reliable service.

CCSS Contract Executive is responsible to accurately inputting and updating various customer data into database systems without any mistakes. This role requires to maintain a high level of data confidentiality.

The role will require accuracy and attention to detail as the core competencies of this job, as even minor errors can lead to bigger problems down the line. Not only this, but the person must also be reliable, and outcome driven professionally.

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.