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Customer Service Officer Fill in the application form to apply for this opportunity..

Overall Purpose of the position of Customer Service Officer (Back Office)

The Customer Service Officer (Back Office) is responsible for assisting Senior Executives and Executives as appropriate as well as for interacting with MSV Life customers and effectively responding to their sale, product and other queries – whether these are made face-to-face, by telephone or through electronic mail - in a successful and professional manner to satisfy the customer and hence maintain a good image for MSV Life.

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.

Main Duties:

Assists with work relating to the operations back office value chain which include but are not limited to the following:

–      Reconciliation of payments received in bank accounts

–      Handling all service calls and emails from Banks and intermediaries.

–      Processing of action related to policies such as refunds, top-ups, alterations, premium payment, policy revival etc.

–      Coordinate with IT Unit and process as appropriate issuance of notifications, valuations, et al.

–    Other duties as are and may be added to the Standard Operations Unit Task List (Back Office) from time to time.

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

Applicants are kindly requested to send an updated CV by sending an email to hrmalta@middlesea.com

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