Officer - After Sales Service & Complaints, BancTakaful

Provide essential support to BancTakaful team in handling regulatory compliance and after-sales service matters. Acting as a second-hand assistant, the role focuses on assisting with Central Bank regulatory affairs and ensuring the smooth processing of customer service requests and complaints in the after-sales phase.

Key Responsibilities: 

• Assist in preparing and reviewing regulatory reports and track submissions to the Compliance Department.
• Track and maintain documentation record related to Central Bank regulations as a backup and assist in ensuring updates are communicated internally.
• Handle routine after-sales customer service requests, such as policy amendments, surrenders, alterations, and claims.
• Collaborate with internal teams and external Takaful providers to ensure smooth processing of after-sales service requests.
• Escalate complex service requests or customer complaints to the line manager and ensure follow-up until resolution.
• Maintain records of all customer interactions and service outcomes for reporting and performance analysis.
• Assist in identifying areas for improvement in regulatory and after-sales processes.
• Act as a point of contact for routine coordination with internal stakeholders, including but not limited to the Compliance Department and Takaful providers.
• Remain prepared to take on a rotating role at any time and play as an efficient team player when instructed by management.
• Assist in preparing training materials and share innovative ideas to improve both regulatory and service requirements when it requires.
• Assist in communicating updates on regulatory or after-sales matters to the relevant teams and customers as required.

All the above accountabilities includes but not limited to any additional/new tasks or responsibilities assigned by the line Manager.

• Minimum higher diploma (Bachelor’s degree preferred)
• Minimum 2-3 years of work experience in a similar role