Contract Executive, Customer Care (1 Year Contract)

Job Summary

This role involves managing updates of customer records including nominations and details in the database system, with strict adherence to workflows and service level agreements to ensure high accuracy. The role requires handling second-level customer enquiries through verification processes, investigating complaints, collaborating with stakeholders, and optimizing workflows to enhance efficiency while complying with risk, compliance, and regulatory standards.

Key Responsibilities

• Update and maintain customer information accurately within the database system.
• Ensure adherence to data handling workflows and meet service level agreements with precision.
• Conduct quality checks and provide coaching to improve performance standards.
• Resolve backend customer inquiries through thorough verification with source documents.
• Investigate complaints and implement mitigating actions.
• Coordinate with relevant stakeholders to meet objectives and requirements.
• Review work processes and suggest improvements for streamlining operations.
• Comply with organizational Risk and Compliance policies.
• Prepare monthly and ad-hoc departmental reports.
• Perform data analytics to identify opportunities for process improvement and support new system implementations.
• Maintain compliance with Regulatory Guidelines and Standard Operating Procedures (SOPs) in managing customer data.
• Carry out additional assignments as assigned.

Qualifications and Experience

• Diploma or degree from a Polytechnic or university.
• Preferably hold an Insurance Certification or relevant professional qualification.
• Minimum 1 to 2 years of relevant working experience in a comparable role.
• Strong IT and computer skills, proficient in MS Office, and comfortable working across various systems and digital tools.
• Familiarity with SOPs, regulatory guidelines, and strong commitment to governance standards.

Competencies and Skills

• Exceptional attention to detail and accuracy in work delivery.
• Good analytical and critical thinking skills to solve problems effectively.
• Ability to work efficiently in a fast-paced, collaborative team environment.
• Proactive, self-directed, and capable of multitasking effectively.
• Able to handle large workloads while maintaining accuracy of data.
• Maintain focus during repetitive and highly detailed tasks.
• Demonstrate discipline and uphold data integrity during high-volume or time-critical activities such as system migration and cutovers.
• Excellent organizational skills and ability to manage time effectively.
• Strong interpersonal and written communication abilities.