Role: Customer Support Services - Health Insurance
Location: KL, Malaysia
Job Responsibilities and Expectations
- Handle inbound and outbound customer service calls related to policy inquiries, claims status, and benefit clarifications.
- Service and resolve inquiries from customers, members, beneficiaries, and others regarding Health Care products and benefits across multiple product lines
- Ability to communicate effectively across multiple channels, including phone, e-mail, chat, and text
- Ability to succinctly collect information from a customer to set up a new claim.
- Ability to gather information from multiple source systems to understand and articulate the status of a claim – and what information may be needed, next steps in processing, etc.
- Respond to customer emails and chat queries in a timely and professional manner.
- Provide accurate information on health insurance products, policy terms, and coverage details.
- Assist customers with policy servicing requests such as address changes, ID card reissuance, and premium payment queries.
- Log all customer interactions in the CRM system with appropriate categorization and follow-up actions.
- Escalate unresolved or complex issues to the appropriate internal teams while ensuring customer satisfaction.
- Maintain up-to-date knowledge of company products, services, and regulatory changes in Hong Kong’s health insurance market.
- Ensure compliance with the Personal Data (Privacy) Ordinance (PDPO) and Insurance Authority (IA) guidelines during all interactions.
- Support customer onboarding and orientation for new policyholders.
- Participate in training sessions and quality audits to improve service delivery.
Academic and Additional Qualifications Needed
- Associate Degree in Business Administration, Insurance, or related field.
- 1–3 years of experience in customer service, preferably in the healthcare insurance sector.
- Fluency in Cantonese, Mandarin, and English (spoken, read, and written).
- Proficiency in CRM systems and Microsoft Office applications.
- Strong communication, empathy, and problem-solving skills.
About Cognizant:
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
#LI-CTSAPAC
About us
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world.
Learn how Cognizant helps clients lead with digital at www.cognizant.com.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high-caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or apply, please email [email protected] with your request and contact information.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview.