Job Description

 About the Job

The Contact Centre Associate (Regional) is the frontline representative of Great Eastern, responsible for delivering prompt, professional, and accurate responses to customer enquiries. This includes attending to phone enquiries from our policyholders and financial representatives, and live chats from our financial representatives. This role plays a critical part in maintaining service excellence, customer satisfaction and supporting policyholders throughout their insurance journey.

• Attend to regional enquiries and requests from phone calls/ live chats as well email in a professional, efficient, accurate, empathetic and prompt manner.
• Provide accurate information on insurance products, policy details, billing, claims, and other customer enquiries.
• Resolve policyholders’/ financial representatives’ issues at first-touch resolution and with good closure.
• Update complete and accurate information on policyholders’ interaction in the Customer Relationship Management (CRM) system.
• Ensure effective and timely follow-up to our policyholders/ financial representatives.
• Assess appeals and put up recommendation to Managers/ Head of Department.
• Meet individual and team performance metrics (e.g. call quality, response time, customer satisfaction).
• Perform additional or overtime duties during operational exigencies when required.
• Be accountable in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks.
• Maintain awareness of industry trends on regulatory compliance, emerging threats and appropriate steps to mitigate the risks.
• Highlight any potential concerns/ risks and proactively shares best risk management practices.
• Assist with ad-hoc initiatives/ projects as and when delegated by Managers/ Head of Department. 

Job Requirements

We are looking for people with

• Minimum Degree qualification in a relevant field. However, Diploma holders with strong and relevant experience may be considered.
• Minimum 3 years’ experience in a servicing environment (Contact Centre or front‑end servicing), preferably in the Life Insurance industry. 
• Solid understanding of insurance products, servicing processes, and regulatory expectations (MAS Guidelines, PDPA, BNM) preferred.
• Preferably possess Malaysia and Singapore insurance certifications such as BCP, PGI, HI, CMFAS or equivalent insurance knowledge.
• Strong interpersonal, communication, conflict resolution, and problem‑solving skills.
• Excellent command of spoken and written English; Mandarin proficiency is an added advantage.
• Proficiency in Contact Centre and customer servicing tools including CRM systems, servicing platforms, call monitoring tools, Microsoft Office, and AI‑enabled tools.
• Ability to perform in a fast‑paced, high‑volume, and dynamic servicing environment.
• Strong teamwork, resilience and adaptability including additional or overtime duties during operational exigencies when required.

Skills