Agency Admin Executive

Purpose

Completes customer, broker and distributor servicing requests in line with documented guidelines and procedures to ensure a positive customer experience. May address both inbound and outbound calls relating to inquiries from customers, agents, and brokers.

Key Accountabilities

• Demonstrate knowledge of relevant systems, products, processes and procedures.

• Contribute to a positive and supportive team culture, promote positive customer perception, satisfy customer, broker and distributor queries using technical knowledge.

• Provide information and advice to deliver customer satisfaction within service standards, remaining focused on growth and maintenance of business standards.

• Monitor and manage personal workload, through good organization identifying remedial action when required.

• Process data for new business and policy issuance, checking consistency, quality and completing the customer file.

• Contact appropriate colleagues and associates for missing data, policy validation, corrections, updates, cancellation and reinstatement handling.

• Act within agreed authority levels to ensure fair treatment of customers and protect the organizations and stakeholder´s interests. 

Additional Job Functions

• Test existing practices, identifying improvements and share ideas with manager and colleagues.

• Conduct personal development using the tools available and provide evidence in the training & development log. Business Accountabilities

• Develop a practical understanding of how processes and systems in own area of work relate to the management of risk and compliance.

• Prepare documents, presentations and other materials, using established formats and standard software, and report on adherence to Operational Level Agreements or quantitative/qualitative targets.

• Provide feedback and recommendations for improvement of processes and systems to manager and colleagues.

• Demonstrate an understanding of customer´s needs, respond to and resolve customer enquiries / problems /service requests, judging when to pass complex queries on to or involve others, to provide an effective service and clear advice to colleagues and customers.  Act within agreed authority levels to ensure fair treatment of customers and provide quality customer relations to brokers/ customers/distributors.

• Demonstrate knowledge of relevant systems, products, processes and procedures to be able to provide outstanding service to customers/brokers/distributors/colleagues, referring the more complex professional queries to the right department/ colleague. 

Performance Management Accountabilities

1. Demonstrate commitment to corporate values.
2. Take accountability for participating in the performance management cycle.
3. Participate fully as a team member.
4. Exchange expertise and provide advice to team members and business partners.
5. Take action to manage own personal development 

At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers, and we want our employee base to reflect that.

Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.

With the above in mind, we accept applications from everyone regardless of your background, beliefs, or culture.

We are committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity.

So, make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. We’re proud to have earned Great Place To Work® Certification™. Our company culture is our top priority! #GPTWcertified

Let’s continue to grow together!

Location(s): MY - Kuala Lumpur

Schedule: Full Time

Recruiter name: Jesreena Kaur