Customer Care Executive

Job Summary Handle client servicing, documentation, and CRM updates while supporting operational efficiency and customer satisfaction. About the role As our Customer Care Executive, you will support the administration of client servicing, new business, and operational processes. You will prepare and check client documents, maintain accurate records in CRM systems and other company platforms, coordinate submissions, follow up on outstanding matters, and support clients, advisers, providers, and internal teams. Day to day, you will contribute to customer experience, compliance, and operational efficiency — working accurately, efficiently, and in line with company policies, internal procedures, MAS regulations, and applicable regulatory requirements. You may support new business, servicing, or both areas depending on business needs. Operational Excellence Prepare client reports, application packs, servicing forms, and other client‑related documents accurately. Check documents and information for accuracy, completeness, and consistency before circulation or submission. Submit applications, servicing requests, and client instructions to the relevant providers or platforms. Update and maintain accurate client records across CRM systems, provider portals, and other relevant operational tools. Ensure documents are filed correctly in accordance with company naming conventions and filing standards. Support peer checking, quality control, and internal review processes where required. Customer Experience Coordinate the signing and circulation of documents using the company's approved e‑signature platform. Follow up with clients, advisers, providers, and internal teams on outstanding requirements, queries, or pending actions. Support client servicing requests, including policy queries, valuation requests, premium changes, withdrawals, client correspondence, and updates to client details. Communicate clearly and professionally with internal and external stakeholders. Process and System Development Escalate risks, errors, unusual cases, or potential delays to the relevant team leader or manager in a timely manner. Assist with process improvements, system testing, mini projects, and team initiatives where required. Use company systems, automation, AI tools, and digital resources responsibly to improve efficiency, accuracy, and communication. Review AI‑generated or automated outputs carefully before use to ensure accuracy, suitability, and alignment with company standards. Adapt positively to changes in work processes, systems, templates, provider requirements, and internal procedures. Team Contribution & Development Work well within the team and support colleagues during busy periods, staff absence, or peak workload. Assist with ad hoc tasks and cross‑functional initiatives as required. Take initiative to learn new tasks, upgrade skills, and build stronger operational and technical knowledge over time. Apply feedback constructively and contribute to knowledge sharing across the team. Compliance & Risk Management Carry out all tasks in compliance with company policies, internal procedures, MAS regulations, and applicable regulatory requirements. Maintain accurate, complete, and up‑to‑date records across all client files, CRM systems, and provider portals. Escalate compliance concerns, data protection issues, and unusual cases promptly to the relevant team leader or manager. Support internal reviews and audits by preparing documentation and responding to information requests promptly. Key Skills and Competencies Strong attention to detail and accuracy. Good written and verbal communication skills, with ability to communicate clearly with advisers, providers, clients, and internal teams. Ability to organise and prioritise work effectively and meet deadlines. Ability to follow processes and procedures consistently. Teamwork, collaboration, and a professional, client‑focused approach. Accountability and ownership of assigned tasks. Willingness to learn, improve, and upgrade skills over time. Adaptability to changing procedures, systems, and business needs. Proficiency in Microsoft 365 (Outlook, Word, Excel, Teams, SharePoint) and willingness to learn CRM systems. Responsible use of technology, automation, and AI tools, with curiosity and openness to adopt new tools to improve ways of working. Awareness of company policies, MAS regulations, compliance expectations, and the importance of maintaining accurate records. Performance Expectations Operational Excellence – Complete tasks accurately and on time, maintain accurate records in CRM systems and other company platforms, comply with company policies and MAS regulations, follow internal procedures, communicate clearly, and manage follow‑ups effectively. Culture and Team Contribution – Work well with colleagues, support the wider team, share knowledge, assist during busy periods, and contribute positively to team initiatives and ad hoc projects. Personal Growth and Development – Complete required training, apply feedback constructively, improve subject‑matter knowledge, adapt to new processes, and use AI or automation tools responsibly to improve work quality, communication, and efficiency. Work Arrangement Hybrid – Eastwood Work Schedule Monday‑Friday – 9:00 am to 6:00 pm Manila Time Must Have At least 20 Mbps internet connection. #J-18808-Ljbffr