Senior Insurance Operations (Customer Service) - SeaMoneyExperienced (Individual Contributor)DepartmentOperations
SeaMoney is a part of Sea Group, a leading global consumer internet company. SeaMoney's mission is to better the lives of individuals and businesses in our region with financial services through technology. SeaMoney's offerings include mobile wallet services, payment processing, credit offerings, and related digital financial services and products. These are available in seven markets across Southeast Asia and Taiwan under various brands, including ShopeePay, SPayLater, and other brands.
Job Description:Act as a subject matter expert to develop and implement customer service process flow and responses that ensure efficiency, accuracy, and compliance with local regulations in order to maintain a high level of customer satisfaction.
Assist in handling escalated customer inquiries, concerns, and disputes as required.
Maintain detailed records and reports on operational activities, data, and customer service metrics.
Analyze daily customer interactions to identify their needs and preferences, then consolidate that information into proposals for improvement to ensure our product's value proposition remains relevant and compelling over time.
Collaborate with relevant internal teams to identify and address root causes, implementing preventive measures to reduce dispute occurrences.
Analyze cancellation trends and collaborate with teams to implement improvements in processes and customer communication.
Lead or participate in self-initiated projects aimed at improving operational capabilities and delivering better outcomes for customers, internal teams and partners.
Generate comprehensive reports on volumes, trends, and key performance indicators, providing regular insights to the leadership and business teams, highlighting areas of improvement and success.
Requirements:Bachelor's degree in Business Administration, Operations Management, Finance or a related field.
Minimum 3 - 4 years experience in customer service operations for insurance products or a related field is required.
Experience managing cross-functional projects with excellent attention to details.
Well versed with the Malaysia insurance industry products and regulations.
Results driven with a keen analytical ability to turn insights into action.
Highly motivated with a sense of urgency and willingness to adjust in a fast-paced, team environment.
Efficient time management and prioritization skills to handle multiple responsibilities in a dynamic environment.
Strong communication and interpersonal skills to effectively interact with internal teams, external partners, and customers.
Creative self-starter and quick learner with a can-do attitude.
Can work independently, self-reliant, and self-motivated.
Availability to work flexible hours, including evenings and weekends, as required.#J-18808-Ljbffr