Customer Service Specialist

3 days ago

Kuala Lumpur, Malaysia Zurich Insurance Full time

**Job Summary**

Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction for both Conventional and Takaful insurance services.

**Key Tasks & Accountabilities**:

- Welcome customers as they arrive at the counter for premium payment and policy queries
- Perform premium collection (including individual, group and non-premium items) for counter Issuance of receipts as per stated in Cashier Manual.
- Perform collection reconciliation duties and ensure any discrepancies are resolved immediately
- Prepare bank-in slip before handling over to that BHLA/2nd level authority for verification.
- Perform daily banking of collections and dispatching of collection reports to headquarter as per guidelines issued in Cashier Manual.
- Observe the collections controls and procedures on handling of collections all the time.
- Maintain up to date filling on DCRs, CIT Collections Delivery Notes, banker’s order, and all other collection related documents.
- Maintain and control a cash float for cashier’s duties and the amount assigned is always in order.
- Perform the necessary write back data entry for dishonored cheque received as per SOP.
- Proper recording on all dishonored cheque and post-dated cheque received.
- Attend and process complex queries/requests by agents or customers and if necessary, direct such queries to the Head of Life Admin or headquarter for further action.
- Handle queries on policy loans, cash surrender and other non-forfeiture options. Assist in the conservation of these cases and where appropriate, ensure that the correct forms are completed and signed before sending to HQ.
- Administer the forms and documents prior to submission to Head Office.
- Distribution of correspondence and mails are properly conducted.
- Provide product or service information to customers. Help to generate sales leads.
- Respond promptly to customer inquiries. Take the extra mile to engage customers.
- Direct requests and unresolved issues to the designated resource at HQ. Communicate and coordinate with internal departments.
- Perform customer verifications.
- Process forms, documents, and requests. Verify to ensure completion of the documents.
- Perform scanning for all LiFT documents.
- Provide feedback on the efficiency of the customer service process.
- Follow and comply to procedures, guidelines, and policies.
- Undertake any other functions or assignments as instructed by superior and management.

**Job Requirements**

**Qualifications**:

- Graduate or professionally qualified
- 2 - 3 years' experience

**Technical Skills**:

- Proven customer support experience or experience as a client service representative.
- Strong customer contact handling skills and active listening.
- Customer orientation and ability to adapt/respond to different types of characters.
- Ability to multi-task, prioritize, and manage time effectively.

**You are the heart & soul of Zurich**

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

Let’s continue to grow together

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