Customer Care Executive (Front Counter)

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

General Insurance

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

About the role

What you need to know:

Job Description

• Provide exceptional customer service via multiple service channels including but not limited to front counter, telephone, emails, faxes and other available service channels in the future and contribute towards improving Service Survey Net Promoter Score (NPS)
• Drive first contact resolution by focusing on resolving customer’s and agent’s inquiries and service request submissions during the first interaction
• Verify and check that all premium collections are accounted for and the end of day balancing is completed and correct
• Understand, research, identify and resolve customer’s complaint and proactively perform service recovery by understanding customers’ needs and requirements
• Ensure the smooth running of daily operation at front counter and assist with branch office administrative matters and agency support
• To provide inter-branch and cross functional collaboration work to ensure smooth daily operation within the department
• Proactive in discovering and voicing out opportunity for service and process improvement and actively participate in the process improvement activities
• Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer's need
• Document all customer’s contact and interaction information according to standard operating procedures
• Recognize, document, and alert the management team of abnormal trends detected in customer’s calls and contacts
• Attend to operational issues by working with all relevant internal and external parties until full resolution
• Must demonstrate high degree of integrity and confidentiality. Always maintain confidentiality of customer information at all time and adhere to all compliance guidelines, policies and regulations
• Accountable for meeting individual (KPIs) and team goals
• Drive self-learning and development by taking part in training and other learning opportunities to expand knowledge, skill and experience
• Proactively upsell or cross sell products and services by understanding and recognizing customer’s needs
• Responsible for record and data management in accordance to record keeping guidelines
• Other duties as assigned which may include job rotation, short term attachment, tasks and projects

What we’re looking for: Requirement

• Minimum high school or diploma holder
• Preferably 1-2 years customer service or contact center experience but not mandatory
• Language proficiency in English and Bahasa Malaysia. Knowledge of additional language/dialect is an added advantage
• Excellent listening, verbal and written communication skills
• Computer literacy and ability to navigate through multiple systems at any given time
• Possess customer service mindset, able to think critically and creative problem solver
• Ability to multitask and handle stressful situation appropriately
• Ability to adapt and work in a fast-paced and evolving work environment
• Team player with positive attitude
• Flexible to work staggered work hours, lunch breaks and during holidays when necessary according to operational needs

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of belonging

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.  If you believe you need a reasonable accommodation, please send an email to [email protected].  

Functional Area:

OP - Operations

Estimated Travel Percentage (%): Up to 25%

Relocation Provided: No

AIG Malaysia Insurance Berhad