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Jobs or company...

Insurance Support Specialist

Salary undisclosed
Checking job availability...
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MoneySmart Group is South East Asia's leading personal financial portal helping consumers compare loans, insurance, and credit cards. MoneySmart was founded in 2009 with the simple aim to help consumers make better financial decisions.

We are growing and we are looking for talented people to join our team as an Insurance Support Specialist.

Mission

Your mission as a Support Specialist is to provide our existing customers with excellent customer service and support our specialists from the different business verticals, with a strong emphasis on pre-sales customer qualification, customer retention and renewals.

You are expected to achieve your KPIs in the areas of Quotation Turnaround Time, Customer Response Time, Qualified Lead Conversion Rate, Product Knowledge and Customer Satisfaction. This role will be based in Malaysia serving Singapore customers.

Responsibilities

  • Customer Service
    • Respond to customer inquiries and provide accurate information regarding insurance policies and home loan packages
    • Address customer concerns and resolve issues in a timely and professional manner
    • Follow up with customers to ensure resolution and satisfaction
  • Pre-Sales Qualification
    • Qualify the leads at initial stages and turn them into potential opportunities for Sales Specialists to convert
    • Generate insurance quotes
  • Policy Renewal
    • Call customers to discuss and facilitate the renewal of their insurance policies and home loan packages
    • Provide information on policy/package benefits, changes, and updates
  • Post-Sales Customer Care
    • Assist customers with enquiries related to claims and post-purchase servicing
    • Offer guidance and support throughout the claims process
  • Insurance Operations
    • Perform administrative duties related to insurance operations
    • Maintain accurate and up-to-date customer records and documentation
  • Marketing Consent
    • Call existing customers to obtain consent for marketing communications
    • Explain the benefits of staying informed about new products and services
  • Cross-Selling
    • Identify opportunities to cross-sell additional products and services to existing customers across the different business verticals
    • Inform customers about the relevant products that meet their needs and preferences
  • Compliance
    • To be compliant with all internal processes and procedures as well as external legislations
  • Customer Retention
    • To be fully accountable for customer retention and conversion rates
    • To meet KPIs including contact turnaround time, first response and resolution rates, customer satisfaction scores, etc

Requirements

  • Diploma or equivalent; additional qualifications in customer service or insurance are a plus
  • Minimum 2 years of contact centre experience, preferably in the insurance industry and or home loans industry
  • Strong communication and interpersonal skills
  • Ability to handle multiple tasks and prioritise effectively
  • Detail-oriented with strong organisational skills
  • Proficient in using computer systems and software related to customer service and insurance
  • Ability to work independently and as part of a team
  • Possessing these certifications will be a very strong plus: M5, M9, M9A, HI, BCP, PGI

Moneysmart culture values and tenets

The traits we admire are core intrinsic qualities we look for in someone we want on our team, and we look for people who are Hungry, Humble and Smart. We also expect all our people to uphold the following company values:

  • Play to win as a team
  • Solve for the customer
  • Embrace a personal growth mindset
  • Own it openly
  • Challenge the status quo and deliver outcomes

MoneySmart Group is an equal opportunity employer. Please include only relevant details and avoid unnecessary information (e.g., photos, age) in your job application to assist us in ensuring that the interview process is devoid of bias.

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