Contract Executive, Customer Care (1 year contract)

Job Title

CCSS Contract Executive is a centralized support role focused on accurate and compliant management of income customer records and service requests. The team handles updates to personal particulars, nomination registrations, and administrative requests while upholding regulatory requirements, internal policies, and SOPs to safeguard sensitive customer data and deliver timely, reliable service.

Responsibilities

• Manage updates of customer information (e.g., nomination, update of particulars) in the database system.
• Adhere to data workflows within service level agreements (SLA) with high accuracy.
• Perform quality checks and provide performance coaching where appropriate.
• Handle second-level inquiries from backend customers via checks and verifications against source documents and related information.
• Investigate complaints and implement mitigating measures.
• Collaborate with stakeholders to understand requirements and fulfill objectives.
• Streamline work processes, review procedures, and provide feedback for improvement.
• Comply with Risk and Compliance requirements.
• Prepare department monthly and ad-hoc reports.
• Perform data analytics to review process improvements and support new implementations.
• Maintain compliance with regulatory guidelines and SOPs in managing customer records.
• Undertake assignments as required.

Requirements & Qualifications

• Education: Polytechnic diploma or degree.
• Professional/Trade Qualification: Preferably with an Insurance Certification.
• Experience: Preferably 1–2 years of relevant work experience.
• IT Proficiency: Proficient in MS Office; comfortable working with multiple systems and digital tools.
• Knowledge: Working knowledge of SOPs, regulatory guidelines, and strong governance orientation.

Competencies

• Strong attention to detail and accuracy.
• Good analytical and critical thinking skills.
• Ability to work efficiently in a fast-paced, team-oriented environment.
• Proactive, independent, and capable of multi-tasking.
• Ability to manage large workloads while maintaining data accuracy.
• Maintains focus during repetitive and detail-intensive tasks.
• Maintains discipline and data integrity during high-volume or time-sensitive activities such as migration and cutover.
• Good organizational skills and effective time management.
• Strong interpersonal and written communication skills.