About the Job
The Contact Centre Associate (Regional) is the frontline representative of Great Eastern, responsible for delivering prompt, professional, and accurate responses to customer enquiries. This role plays a critical part in maintaining service excellence, customer satisfaction and supporting policyholders throughout their insurance journey.
- Attend to regional enquiries and requests from phone calls/ live chats in a professional, efficient, accurate, empathetic and prompt manner.
- Provide accurate information on insurance products, policy details, billing, claims, and other customer enquiries.
- Resolve policyholders/ financial representatives issues at first-touch resolution and with good closure.
- Update complete and accurate information on policyholders interaction in the Customer Relationship Management (CRM) system.
- Ensure effective and timely follow-up to our policyholders/ financial representatives.
- Assess appeals and put up recommendation to Managers/ Head of Department.
- Be accountable in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks.
- Maintain awareness of industry trends on regulatory compliance, emerging threats and appropriate steps to mitigate the risks.
- Highlight any potential concerns/ risks and proactively shares best risk management practices.
- Assist with ad-hoc initiatives/ projects as and when delegated by Managers/ Head of Department.
We are looking for people who
- Minimum Degree qualification in a relevant field.
- Diploma holders with strong and relevant experience may be considered.
- Minimum 3 years experience in a servicing environment (Contact Centre or front‑end servicing), preferably in the Life Insurance industry.
- Solid understanding of insurance products, servicing processes, and regulatory expectations (MAS Guidelines, PDPA, BNM) preferred.
- Preferably possess Malaysia and Singapore insurance certifications such as BCP, PGI, HI, CMFAS or equivalent insurance knowledge.
- Strong interpersonal, communication, conflict resolution, and problem‑solving skills.
- Excellent command of spoken and written English; Mandarin proficiency is an added advantage.
- Proficiency in Contact Centre and customer servicing tools including CRM systems, servicing platforms, call monitoring tools, Microsoft Office, and AI‑enabled tools.
- Ability to perform in a fast‑paced, high‑volume, and dynamic servicing environment.
- Demonstrates strong teamwork, resilience and adaptability including additional or overtime duties during operational exigencies when required.
How you succeed
- Champion and embody our Core Values in everyday tasks and interactions.
- Demonstrate high level of integrity and accountability.
- Take initiative to drive improvements and embrace change.
- Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
- Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.
