Job Purpose
Support daily operations of Telemarketing team seconded to OCBC.
The Job
· Perform call monitoring for sales/non sales calls;
· Adhere or improve Quality Assurance processes in place;
· Validate dispute calls and liaise with customers where necessary;
· Prepare call transcript for escalation cases;
· Prepare month end QA scoring report;
· Facilitate and conduct weekly call calibration to the team;
· Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks;
· Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company; and
· Highlights any potential concerns /risks and proactively shares best risk management practices.
Our Requirements
· Minimum GCE ‘O’ Level / Diploma;
· Applicants with the Certificate in General Insurance/ BCP & PGI preferred;
· Excellent interpersonal skills;
· A good team player with ability to multitask and meets stringent service standards;
· Well organized and systematic in work;
· Keen to learn and positive work attitude;
· Proficient in Microsoft office and AS400;
· Meticulous in documentation and fulfilment work;
· High level of integrity, takes accountability of work and good attitude over teamwork; and
· Takes initiative to improve current state of things and adaptable to embrace new changes.
About Great Eastern
Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviours associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.
We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviours, as these are the key traits that we expect from our employees as they develop their careers with us.
We embrace inclusivity, giving all employees an equal opportunity to shine and play their role in exploring possibilities to deliver innovative insurance solutions.
Since 2018, Great Eastern has been a signatory to the United Nations (UN) Principles of Sustainable Insurance. Our sustainability approach around environmental, social, and governance (ESG) considerations play a key role in every business decision we make. We are committed to being a sustainability-driven company to achieve a low-carbon economy by managing the environmental footprint of our operations and incorporating ESG considerations in our investment portfolios; improving people’s lives by actively helping customers live healthier, better and longer; and drive responsible business practices through material ESG risk management.
To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.
