Consolidate stamped contracts along with the corresponding stamp duty certification on the admin portal, thereby ensuring that users have convenient access to their signed contracts.
Apply people skills to successfully request for necessary documents from customers to facilitate insurance policies issuance.
Carefully review documents submitted by customers to verify accuracy and completeness, enabling policy activation.
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Extract, clean, transform, and analyse large datasets from multiple sources to generate meaningful insights for relevant departments.
Identify and analyse manual, repetitive, and inefficient operational processes that can be improved through data and automation.
Develop, maintain, and optimize automated workflows, scripts, and tools to improve operational efficiency, reduce manual effort, and minimize errors.
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Provide mentorship to customer service teams on soft skills development, fostering stronger communication, emotional intelligence, and resilience in handling customer and operational challenges.
Continuously evaluate training effectiveness, tying learning outcomes to KPIs such as QA, CSAT, SLA, and error rates.
Design and deliver structured training programs covering customer service processes, fintech products (e.g., e-wallets, credit, insurance, loan servicing), and regulatory requirements.
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Identify trends and patterns in customer inquiries and complaints, and provide feedback to cross-functional teams to help improve products, services, and processes.
Meet or exceed established performance metrics, including customer satisfaction, first contact resolution, and response time.
Maintain accurate and complete customer records and logs.
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Partner cross-functionally with key stakeholders to identify operational pain points, align on business logic and metric definitions, and drive targeted outcomes.
Bachelor’s degree or above in Business, Finance, Economics, Engineering, Analytics, or a related quantitative field.
Minimum 2 years of relevant professional experience, in analytics, business intelligence, or data-driven operational roles, is preferred.
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