Executive, Contact Centre Policyholder & Agent Specialist (Ipoh)
Core
Senior individual contributor managing high-quality service delivery, enquiries, complaints, and case resolution for policyholders and agents across multiple channels.
Role type
Senior IC customer service specialist (insurance/financial services)
Builds
Customer retention, digital adoption, and service excellence outcomes
Domain
Insurance / Financial Services
Deliverable
client delivery
Required skills
multi-channel communication, case management, complaint resolution, regulatory compliance, data integrity, process improvement
Preferred skills
insurance product knowledge, digital self-service promotion, multilingual communication (Mandarin)
Technologies
PRUServices, live chat, email, social media
Responsibilities
Handle inbound/outbound interactions via phone, chat, email, and walk-in; resolve routine to complex enquiries and complaints; coordinate with underwriting and claims teams; promote digital self-service capabilities; ensure compliance with regulatory and internal policies.
Seniority
Senior, hands-on IC