Customer Service Executive, Life Branch Operations

Minor Hotels Europe and Americas

Customer Service Executive in Kuching supporting insurance customers with inquiries and claims. Collaborating with team members to ensure service standards are met in a branch environment.

Posted 4/20/2026full-timeKuching • 🇲🇾 MalaysiaJuniorWebsite

About the role

Key responsibilities & impact

Deliver prompt, quality, and professional service for walk in customer for both General and Life insurance needs and requirement such as insurance purchase/renewal, endorsement, enquiries, complaints and claims handling including via telephone or emails.
Maintain broad knowledge of General and Life Insurance products and services
To ensure issuance of Motor and Non-Motor Insurance according to company guidelines
To ensure payments are collected on Cash Before Cover (CBC) for walk in customer and official receipt is issued upon payment received.
Handling and control daily collection, balancing and reconciliation for life insurance: Handling and control daily collection, balancing and reconciliation
Prepare and submit Ad-hoc report within turnaround time (TAT) to Account Department
Safekeeping of collection, cash float and security documents
Receipt issuance
Returned cheque handling
Decentralization of policy servicing (BPM, financial & non-financial policy changes and reinstatement) and decentralization of claim BPM.
To ensure compliance of FSA 2013, branch SOPs, guidelines & policies issued by relevant bodies.
To safeguard assets and promote efficient utilization of resources
To ensure required licenses are renewed and displayed at designated place
Overall Responsible for security of the branch and collection.
To ensure that services standard is achieved
Collaborate and exchange best practices among team members from time to time
Undertake other duties and assignments assigned by Superior/Branch Manager and when required
To support on claims related matters and responsible for efficient and effective operation on claims concierge service functions by providing quality service to walk-in customer, agents, and marketers and email claims documents upon receipt to claim hubs within the deadline

Requirements

What you’ll need

Possess a Diploma or Bachelor's Degree in Business Studies/Administration/ Management, Marketing, Finance/Accountancy/ Banking, Commerce, Risk Management or equivalent
1-2 years of customer service or administrative experience, preferably in insurance, banking, or related fields, Fresh graduate are also encourage to apply
Good communication and interpersonal skills
Strong attention to detail and multitasking ability
Proficient in Microsoft Office
Ability to handle sensitive and confidential information with professionalism
Familiarity with AI tools like ChatGPT or Copilot is an added advantage.

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Flexible working arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

insurance purchaseinsurance renewalendorsementclaims handlingcollection balancingreconciliationpolicy servicingcompliancereport preparationcash handling

Soft Skills

customer servicecommunicationinterpersonal skillsattention to detailmultitaskingprofessionalismcollaborationproblem-solvingtime managementadaptability

Certifications

DiplomaBachelor's Degree