Executive, Client Services

Job Purpose

To serve as the first point of contact for customers by handling inquiries, requests, complaints, payments, administrative matters and Medical and Health Insurance/Takaful related service through phone, electronic, face-to-face and online platforms. The role is responsible for providing accurate information, resolving or escalating issues, maintaining proper case records, and coordinating with internal departments. Supporting MHIT enquiries including medical coverage, claims and pre-authorization matters, following up on customer interactions, being aware and familiar with online platforms, and supporting continuous improvement of the customer service process.

Major Accountabilities

• Deal directly with customers through telephone, electronic, face-to-face and online platforms to address their service needs.
• Respond promptly and accurately to customer inquiries within the required service standards.
• Handle, resolve or escalate customer complaints in a professional and timely manner.
• Obtain, review and evaluate relevant information to manage product and service inquiries effectively.
• Perform customer verification in line with internal guidelines before sharing information or processing requests.
• Handle MHIT customer enquiries on medical coverage, benefits, premium or payment status, hospital admission support, claims and pre-authorization requirements.
• Manage customer interactions and service requests through the Client Interaction system to ensure timely action, proper tracking and completion within agreed customer timeframes.
• Escalate unresolved requests and complex issues to the appropriate internal teams or designated resources for further handling.
• Maintain customer databases, administrative files and proper records to ensure information is complete, updated and easily traceable.
• Communicate and coordinate with internal departments to resolve customer matters, support follow-up actions and ensure end-to-end case closure.
• Coordinate with Claims, Underwriting, Policy Servicing and branch teams to resolve MHIT-related cases, follow up with customers and highlight recurring issues or process gaps for service improvement.
• Provide feedback on common issues, unusual cases, isolated errors and call findings; participate in briefings and take necessary actions to improve work quality, service conduct and operational consistency; and manage administrative work and filing records to ensure information is complete, organized and traceable.
• Provide feedback on the efficiency of the customer service process

Requirements

• Minimum Diploma or equivalent qualification in any related field.
• At least 1 year(s) of working experience in the related field.