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.