Contract Executive, Customer Care Shared Services

CCSS Contract Executive

The CCSS Contract Executive is responsible for accurately inputting and updating various customer data into database systems without errors. The role requires a high level of data confidentiality, accuracy, and attention to detail, as minor mistakes can lead to larger issues. The position also requires reliability and a professional, outcome-driven approach.

Key Responsibilities

• Manage updates of customer information, including nominations and updates of particulars into the database system.
• Ensure adherence to data workflows within service level agreements (SLA) and maintain high accuracy.
• Perform quality checks and provide performance coaching.
• Handle 2nd level enquiries from backend customer enquiries through 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 and provide feedback to drive improvements.
• Comply with Risk and Compliance requirements.
• Prepare department monthly and ad-hoc reports.
• Conduct data analytics to review process improvements and initiate or support new implementations.
• Maintain compliance with regulatory guidelines and SOPs when managing customer records.
• Undertake other assignments as and when required.

Requirements

• Education: Polytechnic diploma or degree.
• Professional/Trade Qualification: Preferably with an Insurance Certification.
• Experience: Preferably 1–2 years of relevant working experience.
• IT & Computer Proficiency: Strong proficiency in MS Office; ability to work confidently with multiple systems and digital tools.
• Working Knowledge: Familiarity with SOPs and regulatory guidelines, with a strong governance orientation.

Other Competencies & Traits

• Strong attention to detail and accuracy.
• Good analytical and critical thinking skills.
• Ability to work efficiently in a fast-paced, team-oriented environment.
• Delivers work accurately within agreed timelines.
• Maintains focus during repetitive and detail-intensive tasks.
• Proactive, able to work independently, and capable of multitasking.