Agent Servicing Representative

3 days ago

Malaysia Chubb Full time 30,000 - 75,000 per year
Description

At Chubb, we're looking for a dedicated Agent Servicing Customer Service Representative to support our valued distribution partners and agents. In this role, you'll be the go-to expert, helping agents succeed as they represent Chubb's trusted products.

You'll thrive in a collaborative environment where your attention to detail, problem-solving skills, and commitment to excellence will make a real impact.

Key Responsibilities:

Agent Servicing and Case Handling

  • Handle inbound calls, emails, and chat enquiries from agents related to topics such as claims, financial enquiries and product information.

  • Log all agent interactions accurately in CRM systems ensuring traceability, completeness, and audit readiness.

  • Provide clear, professional, and timely responses to agent requests; escalate complex cases following defined escalation protocols.

  • Support service recovery and resolution tracking to ensure positive agent experience and reduced rework.

  • Keep Agents informed and engaged by sending timely communications, including monthly birthday greetings and important updates.

Accuracy, Compliance and Data Protection

  • Ensure all agent verification follows PDPA and company authentication standards.

  • Comply with Chubb Singapore internal controls, audit, and MAS documentation governance.

  • Protect all sensitive customer and agent information in accordance with Chubb Singapore and market policies.

  • Escalate any data discrepancy, risk, or policy deviation to the Team Lead immediately for review.

Performance and Productivity Discipline

  • Achieve defined service targets including turnaround time, accuracy, and first contact resolution.

  • Maintain operational discipline in managing daily queues, documentation, and system updates.

  • Actively monitor performance dashboards and report issues impacting SLA or quality.

  • Contribute to service improvement actions through identification of efficiency and process optimisation opportunities.

Collaboration and Continuous Improvement

  • Work closely with Operations, QA, and Technology teams to improve end-to-end agent servicing and digital adoption.

  • Provide structured feedback on recurring agent issues, system defects, or workflow gaps to support continuous improvement.

  • Promote agent self-service enablement and adoption of digital tools for a more seamless experience.

  • Support agents in meeting their CPD requirements by providing information, reminders, and guidance using the relevant portals.

Required Skills & Experience

  • Minimum 2–3 years' experience in customer service, agent servicing, or contact centre operations within insurance or financial services.

  • Proficient in Microsoft Office and CRM or case management systems.

  • Understanding of PDPA, data governance, and MAS regulatory requirements would be advantageous.

  • Strong written and verbal communication skills and ability to manage agent interactions professionally.

  • Ability to priorities and balance multiple tasks while maintaining quality standards.

Qualifications

Required Skills & Experience

  • Minimum 2–3 years' experience in customer service, agent servicing, or contact centre operations within insurance or financial services.

  • Proficient in Microsoft Office and CRM or case management systems.

  • Understanding of PDPA, data governance, and MAS regulatory requirements would be advantageous.

  • Strong written and verbal communication skills and ability to manage agent interactions professionally.

  • Ability to priorities and balance multiple tasks while maintaining quality standards.

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