Complaint Specialist with Data Management

7 months ago

Kuala Lumpur, Malaysia Allianz Partners Full time

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams, and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and shape a better future for our customers.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

Join us. Let's care for tomorrow.

Note: Diversity of minds is an integral part of Allianz' company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to be motivated in gaining varied skills from different positions and to collect experiences from across Allianz Group.

Position Overview:
As a Compliant Specialist & Data Management Executive at Allianz Partners in Kuala Lumpur, Malaysia, you'll be at the forefront of ensuring customer satisfaction and upholding data integrity. This multifaceted role merges the responsibilities of handling customer complaints with the intricacies of managing robust database systems. You'll play a pivotal role in maintaining our reputation for excellence in customer service while ensuring the smooth operation of our data management systems.

Key Responsibilities:

- **Complaint Handling**: Receive, document, and meticulously investigate customer complaints, leveraging exceptional customer service skills to resolve issues promptly and accurately.
- **Customer Communication**:Maintain transparent and empathetic communication channels with customers throughout the complaint resolution process, ensuring they're informed and supported every step of the way.
- **Data Management & Reporting**: Design, implement, and maintain database systems to meet our data management needs, collaborating with cross-functional teams to gather and analyse data requirements. Produce regular and ad-hoc reports for Malaysia, Singapore, and Indonesia BU across all lines of business.
- **Root Cause Analysis & Fraud Management**: Conduct thorough root cause analyses to identify underlying issues contributing to customer complaints. Additionally, review and investigate escalated fraud cases, implementing fraud risk governance practices to mitigate future risks.
- **Regulatory Compliance**: Stay abreast of industry regulations and ensure all complaint handling and data management processes adhere to relevant laws and guidelines, collaborating closely with the compliance team to address any regulatory issues promptly.
- **Conflict Resolution & Collaboration**:Demonstrate exceptional conflict resolution skills to navigate challenging situations effectively, collaborating with various departments including customer service, claims, sales, and underwriting to resolve complaints promptly and accurately.
- **Documentation & Process Improvement**: Maintain accurate records of complaint investigations and resolutions while continuously seeking opportunities for process improvement within both complaint handling and data management procedures.

Requirements
- Bachelor’s degree in computer science, Information Technology, Business, Insurance, or a related field.
- Proven experience in complaint handling, customer service, and database administration, preferably within the insurance industry.
- Strong understanding of database management systems, complaint handling procedures, and insurance products.
- Excellent communication, interpersonal, and problem-solving skills.
- Empathetic demeanor with a commitment to upholding customer satisfaction.
- Proficiency in SQL and Microsoft Office, particularly Excel.
- Knowledge of relevant regulatory requirements and complaint handling guidelines.
- Ability to work independently and collaboratively in a team-oriented environment.

Working Environment:
You'll primarily work in an office environment, with potential for remote work. Interactions with upset customers may occur occasionally, demanding a high level of professionalism and emotional intelligence. You'll report directly to the Team Lead from Complaint Specialist or Data Management a similar supervisory position within the organization.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams, and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and shape a better future for our customers.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what y

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