Contract Executive, Customer Care Shared Services
Key Responsibilities
- Manage updates of customer information i.e., nomination, update of particulars into database system.
- Adherence to data workflows within service level agreements (SLA) and high accuracy.
- Perform quality check and performance coaching.
- Handle 2nd level enquiries from backend customers’ enquiries through checks and verifications against source documents and related information.
- Investigate on complaints and mitigating measures.
- Collaborate with stakeholders to understand requirements and fulfil objectives.
- Streamline work processes, review, and provide feedback for improvement.
- Comply to Risk and Compliance.
- Prepare department monthly/ad-hoc reports.
- Perform data analytics to review work process improvements, initiate or support new implementations.
- Maintain Compliance and Regulatory Guidelines/SOPs in managing customer records.
- Undertake any assignments as and when assigned.
Requirements
- Education: Polytechnic/Degree
- Professional/Trade Qualification: Preferably with Insurance Certification
- Experience: Preferably minimum 1-2 years of working experience in relevant field
- IT & Computer Proficiency: IT-savvy with strong in MS Office; ability to work confidently with multiple systems and digital tools
- Working knowledge of SOPs, regulatory guidelines and strong governance orientation
Other Competencies & Traits
- Strong attention to detail and accuracy
- Good analytical and critical thinking skills.
- Able to work efficiently in a fast-paced, team-oriented environment.
- Delivers work accurately within agreed timelines
- Maintains focus during repetitive and detail-intensive tasks.
- Must be proactive, work independently and multi-tasking.