NORAZILA SYEH RAZI
Executive, Policy Processing Department
Kuala Lumpur
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Executive, Policy Processing Department
FWD Insurance Berhad
1 2020 - Current
- To assist Supervisor in Charge / Manager in processing, monitoring and supervising the day-to-day activities
- Participate in the development and enhancement of systems and processes – UAT with relevant departments to iron out any inaccuracy or error
- To compile/prepare monthly report for Policy Processing (Surrender, Education and Excellent Award, Stop Notice) To continually deliver excellent customer service especially processing of surrender request is in line with the company’s core values and ensure customer’s dreams are protected
- To support all distribution channels and address all customer service critical issues
- Demonstrate, guide and promote quality service-learning culture and work efficiencies to team members
- To ensure that Units deliver excellent service and support to both internal and external customers (customer focus)
- To monitor the established agreed service standard
- Ensure proper monitoring and control processes based on Company rules
- To fully understand, follow and able to execute all procedures, workflow and processes of each process/task
- Ensure accuracy of information of all documents before releasing to internal and external customers
- To continuously review and monitor all back-office processes to support business plan initiatives
- To continually enhance, update and apply innovative technology to minimize manual operations
- To ensure all reports are submitted within the agreed turnaround time
- To ensure that delegated authorities are reviewed and communicated to subordinates
- To carry out investigation and manage complaints with the aim to resolve any issues that arises
- Continuously support and train subordinate(s) to improve productivity & efficiency
- To assist in data cleansing activities and rectify any inaccurate information.
Front Counter cum Cashier, Customer Service Department
FWD Insurance Berhad
07.2018 - 12.2019
- To provide high quality service in handling customer walk in queries and payment received over the counter
- Complaints handling and follow up-work closely with Complaints Unit to ensure compliant with the Complaints procedures outlined by Bank Negara Malaysia as well as internal guidelines
- Perform one-off/ZIIP credit card payment submitted by respective departments
- Updating manual Bank in Slip (BIS) payment for MRTA, Regular Premium and Single Top Up (STU) premium
- Updating payment submission from all channels/departments
- To perform timely and accurate reporting on all scheduled and ad-hoc reports (internal and external reporting)
- Assist in the development and enhancement of systems and processes – UAT, liaison with relevant departments to iron out any inaccuracy or error
- Perform confirmation call to customers on banks on payment-related matters
- Prepare memo on APL interest waiver and assist in automate payroll listing project
- Adhere at all time the Department, Company and Group guidelines, processes and procedures (ie
- SOP, updating of enquiry/complaint data and etc.) To take up any other job responsibilities as and when deem necessary.
Permanent Cashier, Customer Service Department
FWD Insurance Berhad
12.2015 - 06.2018
- Undertake system testing for new products or funds and any other system testing related to the cashiering functions
- Ensure all new business and renewal collection is promptly and accurately updated into the system, cashbook and other required logbook
- Ensure the collection at cashier counter are being updated accurately with cash / cheque bank-in promptly
- Download payment files from third party website and uploaded to system
- Issue receipts for all payments made by policy holders
- Ensure smooth running of Head Office cashiering processes
- Ensure all collection are handled accurately and timely
- Safe keeping cash and cheque received
- Improve on the turnaround time and managed the risk through process improvement and automation on temporary receipts process as well as collection processes
- Adhere to the standard operating policy and procedure for cashier and requirement of regulations.
Contract Cashier, Customer Service & Sales Support
FWD Insurance Berhad
12.2014 - 12.2015
- Undertake system testing for new products or funds and any other system testing related to the cashiering functions
- Ensure all new business and renewal collection is promptly and accurately updated into the system, cashbook and other required logbook
- Ensure the collection at cashier counter are being updated accurately with cash / cheque bank-in promptly
- Download payment files from third party website and uploaded to system
- Improve on the turnaround time and managed the risk through process improvement and automation on temporary receipts process as well as collection processes.
Temporary Cashier, Finance Department
FWD Insurance Berhad
09.2014 - 12.2014
- Issue receipts for all payments made by policy holders
- Ensure the collection at cashier counter are being updated accurately with cash / cheque bank-in promptly
- Ensure smooth running of Head Office cashiering processes
- Ensure all collection are handled accurately and timely
- Safe keeping cash and cheque received
- Adhere to the standard operating policy and procedure for cashier and requirement of regulations.
Temporary Clerk, Finance Department
FWD Insurance Berhad
03.2014 - 09.2014
- Capture all the payment from Payment Services and New Business Department
- Relief cashiering functions
- Checking daily Inward Payment Register report to ensure collection data input by cashier tally with summary control slip send by HQ cashier and respective branches
- Checking supporting document such as credit card slip, bank in slip or credit advice is attach with Inward Payment Register (IPR) report
- Provide assistance in executing the daily activities to the Executive
- Ensure the record in stock listing tally with physical stock.
Education
Diploma in Business Studies -
POLITEKNIK SEBERANG PERAI, PULAU PINANG
Skills
Microsoft Office
Microsoft Outlook
Payment Processing
Payment Collection
Time management skills
Cash handling and management
Reliability and punctuality
Multitasking Abilities
Certification
FLMI Level 1: Insurance Fundamentals
Languages
Malay
English
References
- Sharifah Nur Zubaidah Binti Syed Yahya, Senior Executive, FWD Insurance Berhad, 017-366 5001
- Nurul Aini Binti Jamaludin, Executive, FWD Insurance Berhad, 016-722 8274
Timeline
Front Counter cum Cashier, Customer Service Department
FWD Insurance Berhad
07.2018 - 12.2019
Permanent Cashier, Customer Service Department
FWD Insurance Berhad
12.2015 - 06.2018
Contract Cashier, Customer Service & Sales Support
FWD Insurance Berhad
12.2014 - 12.2015
Temporary Cashier, Finance Department
FWD Insurance Berhad
09.2014 - 12.2014
Temporary Clerk, Finance Department
FWD Insurance Berhad
03.2014 - 09.2014
Executive, Policy Processing Department
FWD Insurance Berhad
1 2020 - Current
Diploma in Business Studies -
POLITEKNIK SEBERANG PERAI, PULAU PINANG
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