Kerja Sepenuh Masa, Administrative Assistant di IForte Group Federal Territory - Maukerja

Job Purpose

The Policy Servicing Administrative Assistant is responsible for the accurate, compliant, and timely execution of all policy servicing and administrative functions across the client lifecycle.

This role ensures:

• Full compliance with the Labuan Financial Services Authority (Labuan FSA) regulatory framework
• Adherence to AML/CFT requirements and internal compliance policies
• Proper maintenance of client records, audit trails, and operational controls

Key Responsibilities

Policy Administration & Servicing (Core Function)

• Process and administer policy servicing queries, transactions and follow ups including but not limited to:

• Change of personal details such as address, email, phone number.
• Premium arrears, reinstatements, reductions, and cancellations.
• Policy withdrawals, surrenders or cancellations.
• Process dealing/switching instructions for signing.
• Generating valuations and reports as required by advisors and management.

• Accurately capture and update all policy details in internal systems, trackers and CRM, ensuring:

• Data integrity and data consistency across systems

• Review and validate servicing requests before submission to product providers, ensure all information on the document is accurate and correct.

• Track and follow up on pending servicing requests to ensure completion within agreed service timelines.

• Generate periodic reports for management review, compliance monitoring and as required by advisors.

• Investigate and escalate discrepancies or failed transactions timely to reporting manager.

• Liaise with advisers, custodians, and product providers with professionalism to:

• Confirm processing status.
• Resolve discrepancies or delays.

• Maintain detailed servicing logs and ensure full audit trail of all policy-related activities.

• Escalate complex servicing issues or complaints to relevant reporting manager.

Compliance & Regulatory Support

• Ensure all administrative and servicing activities comply with:

• Labuan FSA regulatory requirements
• Internal AML/CFT policies and procedures

• Maintain audit-ready documentation, ensuring:

• Proper filing, with complete and up to date records and stored in accordance with regulatory retention requirements.
• Traceability of all transactions and decisions.

• Assist in preparation and document retrieval for:

• Internal and external audits.
• Management and adviser requests
• Regulatory inspections.

• Support compliance monitoring activities by:

• Providing requested documentation.
• Assisting in periodic reviews and file checks.
• Participate in process improvement initiatives.

• Identify and escalate:

• Unusual transaction patterns.
• Incomplete or suspicious client records.

• Ensure adherence to:

• Data confidentiality and protection standards.
• Client confidentiality – no cross information shared between advisors.
• Ensure zero tolerance for incomplete or missing documentation.

Key Performance Indicators (KPIs)

• Accuracy and completeness of client and policy documentation.

• Turnaround time for servicing requests.

• Number of compliance breaches or audit findings.

• Timeliness in resolving outstanding cases.

• Quality of record keeping and audit readiness.

• Client and advisor satisfaction levels.

Qualifications & Experience

• Diploma or Degree in:

• Finance, Banking, Business Administration, or related field.
• Minimum 1–3 years of experience in financial services, insurance, brokerage, or administration.

• Experience in offshore / Labuan environment in similar industry is an advantage.

• Able to converse fluently in English both written and spoken.

• Proficiency in Microsoft Office tools (Outlook, Word, Excel and PowerPoint)

• Strong attention to detail, organised, process driven, effective communication skills and able to manage tasks in tight deadline.

• Able to accept occasional extended hours during influx of servicing queries.