Customer Service Agent - Insurance, Loan and Financing Operations

What you'll do

• Conduct attestation procedure on all users seeking for loan and financing services on the Shopee platform.
• Process loan and financing product contracts on the LHDN (Inland Revenue Board) STAMPS portal to ensure timely and accurate stamping of all contracts. This includes verifying the authenticity of the users’ personal information on loan application, tabulating contract & stamping details on a daily basis, and ensuring the precision of all submitted contracts on behalf of users.
• Liaise with payments team to initiate payments on the LHDN STAMPS portal to ensure payments are made in a timely manner
• 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.
• Liaise with insurance providers to follow up on pending or escalated cases and ensure timely processing.
• Respond to customer inquiries and complaints via email and ensure that all customer issues are resolved in a timely and satisfactory manner.
• Escalate complex customer issues to the appropriate teams, and follow up to ensure that issues are resolved to the customer's satisfaction.
• Stay updated on industry regulations, trends, and best practices related to insurance, financing, loans and customer service.
• Contribute to process improvement initiatives to enhance efficiency and customer satisfaction.

Requirements

• Bachelor's degree in a related field or equivalent work experience.
• Prior experience working in a similar role, preferably in a financial institution or a regulatory environment. 
• Strong knowledge of contract stamping and attestation procedures, including verification, validation, and documentation processes.
• Strong analytical and problem-solving abilities to identify discrepancies, assess risks, and propose appropriate solutions or actions.
• Effective time management skills to prioritize tasks, meet deadlines, and handle multiple projects simultaneously while maintaining accuracy and quality.
• High level of accuracy and attention to detail in all communications and documentation.
• Proficiency in using computer systems, software, and tools relevant to contract stamping and attestation processes, such as document management systems, spreadsheets, and databases.
• Familiarity with customer service software and tools, such as Zendesk or Salesforce, is preferred.
• Strong commitment to providing excellent customer service and enhancing the overall customer experience. 
• Availability to work flexible hours, including evenings and weekends, as required.