Medical Claims Contact Centre Associate (junior executive)

Important Note: This is a shift role with 24/7 rotational basis.

About The Job

To handle enquiries via ICMs and WhatsApp. Touch points enquiries are to respond appropriately as per company standards and guidelines.

• Answering inbound call, respond and resolve the queries related to medical products & policies, guarantee letters, medical claims and investigations as per company's standards and guidelines.
• Reply email/ICM related to claim, medical products and benefits, guarantee letter investigation and admission enquiries.
• Support Care Coordinators in Guarantee Letter Issuance.
• To attend to any other task or cross training assigned from time to time.
• Ensure agreed customer service standards are consistently met.
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlights any potential concerns /risks and proactively shares best risk management practices.

We are looking for people who

• Expected to On-call for necessary operations or servicing needs.
• Willing to work on shifts.
• Tertiary qualification preferably in Communication, Management, Business Administration or Insurance (degree in Nursing or Healthcare related discipline is an added advantage).
• ALMI, FLMI or Diploma in MII or part ACII, AMII is an added advantage.
• Working experience, preferably in Call Centre, Healthcare, Life Insurance/Financial industry is an added advantage.
• Good communication skills (written & verbal), Customer Service concepts & best practices, Conflict Resolution, basic understanding & interpretation of data.
• High level of integrity, takes accountability of work and good attitude over teamwork.
• Takes initiative to improve current state of things and adaptable to embrace new changes.

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.

Location: Great Eastern Malaysia, HQ

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

Who we are

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei.

The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of AA- by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia.

Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world's most highly-rated banks, with an Aa1 rating from Moody's and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World's Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.