Be the subject matter expert for complex customer enquiries relating to claims, underwriting and policy servicing. Successful candidate will assess issues, provide guidance and resolutions, and partner with stakeholders across the business to deliver excellent service to our policyholders.
1. Customer Service & Enquiry Management
• Manage customer enquiries relating to life and health insurance products via phone, email, and digital channels.
• Provide accurate and timely information on policy coverage, claims, benefits, and service processes.
• Handle escalated customer enquiries through the integrated customer relationship management system.
• Ensure all customer interactions are documented accurately and in accordance with company policies and regulatory requirements.
2. Complaint Resolution & Case Management
• Investigate and manage customer feedback, complaints, and appeals professionally and objectively.
• Coordinate with internal stakeholders to facilitate prompt and effective resolution of customer issues.
• Keep customers informed through regular updates and proactive communication until case closure.
• Identify recurring issues and recommend solutions to improve service delivery.
3. Operational Excellence
• Maintain service quality and productivity standards in line with departmental objectives and service level commitments.
• Prepare operational reports, track service metrics, and support data collection activities.
• Work closely with colleagues and cross-functional teams to deliver a seamless customer experience.
• Share knowledge, support team initiatives, and contribute to a collaborative work environment.
• Participate in departmental projects, process improvement initiatives, and ad-hoc assignments as required.
4. Product / Service Knowledge
• Proactively, develop strong understanding of the products and services offered by Income to provide accurate information to customers
• Ensure to stay updated about product updates, process changes and new promotions.
5. Performance Management
• Managing time efficiently to meet key performance indicators and service level agreements (SLAs) and ensure timely responses to customer inquiries.
• Contribute ideas and recommendations to streamline processes and enhance customer experience.
6. Strong Communication Skills
• Must be able to communicate clearly and effectively, both verbally and in writing, to ensure customers understand the information provided.
7. Multi-tasking
• Need to handle multiple task simultaneously, such as navigating systems, updating customer records, create ticket for escalation and address customer enquiries
8. Compliance
• Adhere to company policies and procedures as well as legal and regulatory requirements during customer interactions.
9. Team Collaboration
• Collaborate with peers and other team members to review and improve on work process and resolve challenging issues.
EDUCATION
Diploma/Degree holder
EXPERIENCE
• Minimum 1 year of customer service experience, preferably within the insurance, financial services, or contact centre environment.
• Candidates with Financial Advisory experience would be advantageous
• Knowledge in Health Insurance (Shield)
• Experience handling customer complaints, appeals, or case management would be advantageous
COMPUTER PROFICIENCY
• Microsoft Office
• Strong in Excel and Powerpoint
• Multi-media (audio, video, web-based systems)
Income Insurance Singapore, Singapore, SGP Office
75 Bras Basah Road, Singapore, Singapore, Singapore, 189557
Income Insurance Singapore Office
Singapore
Income Insurance Singapore, Singapore, SGP Office
1 Paya Lebar Link, #07-01 PLQ 1 Paya Lebar Quarter, Singapore, Singapore, Singapore, 408533
Income Insurance Singapore, Singapore, SGP Office
2 Tampines Central 6, #01-01 NTUC Income Tampines Point, Singapore, Singapore, Singapore, 529483
