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Customer Service Officer (Back Office) Fill in the application form to apply for this opportunity..

Corporate Values

A position holder within MSV Life is committed to meet the following corporate values.

People

Our People, Our Success

MSV values its employees as individuals. We respect each other and work together as one team, whatever our duties or challenges. We are part of one unique family that reflects and respects the diversity of the communities we serve. We are committed to our people and our company is our people.

Improvement

Our Continuous Journey Towards Excellence

MSV believes in the continuous improvement of its people, products and business processes. Developing our organisation will be ongoing in order to sustain growth through our success. We will promote creativity and innovation whilst encouraging lifelong learning. This is a mission, not just a job.

Customer

Our Focus

MSV is driven by the needs of its customers.  We see customers as partners in our success. We exist because of them and their needs are at the heart of what we do.  We will continue and strive to provide the highest standards of service and consistently aim to achieve high levels of customer satisfaction.  We seek excellence and professionalism in all that we deliver to our customers.

Responsibility

Earning Your Trust

MSV will act in a professional and efficient manner in all that we do and we will be responsible for our own behaviour. We are aware that any decisions we make have a direct impact on all our stakeholders and for this reason honesty, integrity, high ethical standards and confidence are the cornerstones of the foundation on which our business is based.

Environment

Sustaining Our Communities

MSV will strive to help our environment to be a better place in which we live, work and grow in a healthy style. Whilst we value the need to protect and improve our environment, we make sure that communities share in the wealth our business creates.

Position Description

  • Assists with work related to the enhancing of operations by identifying opportunities for improvements in the process.
  • Assists with the design of procedures consistent with established policies.
  • Assists with work related to improving performance and efficiency by proposing technology, software and workflow related improvements
  • Adheres to the Operations Office’s guidelines and procedures.
  • Assists with work relating to the operations back office value chain which include but are not limited to the following:
  • Handling all service calls and emails from Banks and intermediaries.
  • Reconciliation of payments received in bank accounts
  • Continuously improve data relating to client and client products
  • Processing of action related to policies such as refunds, top-ups, alterations, premium payment, etc.
  • Processing of requests related to policy revival, lost policy document, revised Estimated Maturity Values.
  • Processing of third part portfolio products such as Process Generali, Alico, etc.
  • Coordinate with ICT Unit and process as appropriate issuance of notifications, valuations, et al.
  • Update price box with fund prices.
  • Process investment fund orders and payments with Growth Investments Ltd.
  • Reconcile manager’s box single premium and regular premium unit-linked products.
  • Issue cash surrender value quotations and process full and part surrenders with regards to with-profits and unit linked policies.
  • Processing of maturities, withdrawal of bonus, claims for death benefit, conversion of Policy to Paid-Up status, MIP extension, and calculation of Withholding Tax on surrenders / maturities of unit linked policies.
  • Other duties as are and may be added to the Standard Operations Unit Task List (Back Office) from time to time.
  • Assists with work related to the development of a Knowledge Base on products and other information / knowledge necessary to be able to service the client efficiently.
  • Performs work as assigned with regards to carrying out of regular quality checks e.g. monitoring random calls to improve quality, minimise errors and track operative performance.
  • Assists with work relating to the drafting of internal reports.
  • Assists as assigned on work of the Operations (Front Office) unit.
  • Performs works as assigned with the highest ethical standards and integrity, to a high level of standards, and in the best interest of each client.
  • Serves as a resource for other team members and units within the Department.
  • Attends briefings and meetings as necessary.

Consultation

  • Consults with the Manager, Operations (Back-Office), especially in resolving obstacles or when dealing with issues and problems which are of a sensitive nature.
  • Consults with the Sales Management Unit and the Marketing Unit.
  • Coordinates and communicates with any other internal units as required.
  • Coordinates and communicates with Growth Investments Ltd.
  • Coordinates and communications with external fund managers as directed.
  • Coordinates and communicates with Bank of Valletta, HSBC Bank, Banif Bank, Central Bank, Lombard Bank, and other banks as necessary.
  • Coordinates with intermediaries and brokers.

Self-Improvement

  • Keeps up to date with new trends, methodologies and / or instruments in the field of life insurance & financial services.
  • Keeps up to date with the very latest information, services and / or developments related to MSV Life and its products.

Other

  • Performs any other job-related duties as necessary or as assigned.

Supervision Received

  • Manager, Operations (Back-Office).

Working Conditions

  • Office hours.

Skills / Knowledge / Education

Core Competencies and Skills

Core Competency

A1

General insurance principles and practice

Basic

A6

Claims

Basic

A7

Notification of claims

Basic

A8

Claims handling process

Basic

A9

Claims management

Basic

A10

Claims handling

Basic

A11

Assessment of quantum

Basic

A12

Claims settlement

Basic

A13

General insurance regulation and business ethics

Basic

A14

Financial literacy

Basic

 

Skills

D1

Customer service

Basic

D2

Customer focus

Basic

E4

Quality management

Basic

F1

ICT

Basic

F2

Numeracy

Basic

F3

Data analysis

Basic

H1

Sales Management

Basic

I4

Negotiating

Basic

J3

Decision quality and problem solving

Basic

K1

Interpersonal

Intermediate

K2

Presentation

Intermediate

K3

Writing

Basic

K4

Communication

Intermediate

Experience and Qualifications

Minimum years experience.

1 year

Reading for a tertiary qualification or a professional qualification

Desirable

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