Senior Insurance Operations (Customer Service) - SeaMoney
Salary undisclosed
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Job Description
- Act as a subject matter expert to develop and implement customer service process flow and responses that ensure efficiency, accuracy, and compliance with local regulations in order to maintain a high level of customer satisfaction.
- Assist in handling escalated customer inquiries, concerns, and disputes as required.
- Maintain detailed records and reports on operational activities, data, and customer service metrics.
- Analyze daily customer interactions to identify their needs and preferences, then consolidate that information into proposals for improvement to ensure our product's value proposition remains relevant and compelling over time.
- Collaborate with relevant internal teams to identify and address root causes, implementing preventive measures to reduce dispute occurrences.
- Analyze cancellation trends and collaborate with teams to implement improvements in processes and customer communication.
- Lead or participate in self-initiated projects aimed at improving operational capabilities and delivering better outcomes for customers, internal teams and partners.
- Generate comprehensive reports on volumes, trends, and key performance indicators, providing regular insights to the leadership and business teams, highlighting areas of improvement and success.
- Bachelor's degree in Business Administration, Operations Management, Finance or a related field.
- Minimum 3 - 4 years experience in customer service operations for insurance products or a related field is required.
- Experience managing cross-functional projects with excellent attention to details.
- Well versed with the Malaysia insurance industry products and regulations.
- Results driven with a keen analytical ability to turn insights into action.
- Highly motivated with a sense of urgency and willingness to adjust in a fast-paced, team environment.
- Efficient time management and prioritization skills to handle multiple responsibilities in a dynamic environment.
- Strong communication and interpersonal skills to effectively interact with internal teams, external partners, and customers.
- Creative self-starter and quick learner with a can-do attitude.
- Can work independently, self-reliant, and self-motivated.
- Availability to work flexible hours, including evenings and weekends, as required.
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