Customer Service Associate (Frontline)

About the role

We are seeking a Customer Service Associate (Frontline) to handle walk‑in queries from policyholders and financial representatives in a financial institution environment. The role involves managing policy‑related requests, complaints and feedback while ensuring compliance and timely resolution.

Key responsibilities

• Manage walk‑in policyholders’ and financial representatives’ queries and requests on life and general insurance matters within stipulated timeframes.
• Follow up unresolved over‑the‑counter issues promptly and ensure they are resolved within the required period.
• Assess and manage appeals, feedback and minor complaints from policyholders, financial representatives and business partners.
• Provide an excellent customer service experience and close customer feedback or complaints within operational turnaround times.
• Take accountability for business and regulatory compliance risks and implement appropriate mitigation steps.

Required profile

• GCE ‘A’/Diploma/Degree holder from a recognized institution.
• Professional insurance certifications such as BCP, PGI, M5, M9, M9A or Health Insurance are advantageous.