Analyst, Group Claims

Singapore Life Ltd.; Singapore; On-site; SGD 33,000 - 47,000; Full time

Job summary

Singlife is seeking a customer service professional in Singapore to be the first point of contact for policy members, HR representatives, and intermediaries. You will handle calls and emails, resolve enquiries, and support digital platform usage in line with service standards.

In a team of six, you will ensure timely, professional, and customer-centric service, escalate when needed, and contribute to continuous improvement of customer experience in a dynamic insurance environment.

Qualifications

• Minimum 2 years of experience in contact centre call and email handling.
• Strong English and Chinese communication, both verbal and written.
• Customer-focused and empathetic approach.

Responsibilities

• Handle inbound and outbound communications with policy members, HR representatives, and intermediaries in a timely, professional, and customer-centric manner.
• Deliver end-to-end service by managing enquiries via calls and emails, with a focus on first-contact resolution.
• Proactively follow up on cases to ensure enquiries, requests, feedback, and complaints are resolved within service standards.
• Provide guidance on use of the Company’s portals and mobile applications.
• Collaborate with stakeholders to resolve servicing issues and claims efficiently.
• Ensure accurate case documentation and compliance with procedures.

Skills

Customer service

Communication

Bilingual English/Chinese

Education

High school diploma or equivalent

Tools

CRM systems

Job description

Singlife isa leading homegrown financial services company, offering consumers a better wayto financial freedom. Through innovative, technology-enabled solutions and awide range of products and services, Singlife provides consumers control overtheir financial wellbeing at every stage of their lives.

In additionto a comprehensive suite of insurance plans, employee benefits, partnershipswith financial adviser channels and bancassurance, Singlife offers investmentand advisory solutions through its GROW with Singlife platform. It also offersthe Singlife Account, a mobile-first insurance savings plan.

Singlife isthe exclusive insurance provider for the Ministry of Defence, Ministry of HomeAffairs and Public Officers Group Insurance Scheme. Singlife is also anofficial signatory of the United Nations Principles for Sustainable Insuranceand the United Nations-supported Principles for Responsible Investment, affirmingits commitment to finding a better way to sustainability.

The mergerof Aviva Singapore and Singlife was announced in September 2020 and created oneof the largest homegrown financial services companies in Singapore in a dealvalued at S$3.2 billion. It was the largest insurance deal in Singapore at thetime. Singlife was subsequently acquired by Sumitomo Life in March 2024, one ofJapan’s leading life insurers, which valued Singlife at S$4.6 billion, makingthe transaction one of the largest insurance deals in Southeast Asia.

Key Appointments

• Act as thefirst point of contact for policy members, HR representatives, andintermediaries by handling calls and emails, resolving enquiries andescalations, and supporting digital platform usage in line with servicestandards and established SLAs.

Key Responsibilities

• Handle inbound and outbound communications with policy members, HRrepresentatives, and intermediaries in a timely, professional, andcustomer-centric manner.
• Deliver end-to-end service by managing enquiries via calls and emails,with a strong focus on first-contact resolution.
• Proactively follow up on cases to ensure enquiries, requests, feedback,and complaints are resolved within established service standards.
• Provide guidance and support to customers and intermediaries on the useof the Company’s portals and mobile applications.
• Manage escalated calls and cases effectively, ensuring appropriateresolution and service recovery.
• Collaborate with internal and external stakeholders to resolve servicingissues and claims-related matters efficiently.
• Perform accurate case documentation, after-call work, and administrativetasks in accordance with internal procedures and compliance requirements.
• Identify recurring issues, provide feedback, and recommend processimprovements to enhance customer experience and Net Promoter Score (NPS).
• Ensure full compliance with internal policies, procedures, andapplicable regulatory and data protection requirements.
• Undertake any other duties assigned by the Manager or Team Leads.

Key Decisions within the Role

• Escalateappeals to the claims department and coordinate service recovery for customers,following established guidelines.
• Communicateoutcomes and claim decisions to customers promptly and professionally.
• Completeassigned responsibilities independently and within designated timeframes.

Team

• Individualcontributor, reporting to a team leader with a team size of 6.

Requirements

• Minimum2 years of experience in contact centre call and email handling.
• Familiarwith contact centre systems and applications.
• StrongEnglish and Chinese communicator (verbal/written), delivering consistentservice with maturity and empathy.
• Customer-focused,dedicated to providing excellent support.
• Understands the customer journey and demonstrates the ability to manage escalationseffectively.
• Experiencewith group insurance products and medical claims is an added advantage.
• Collaborative team player, willing to support colleagues
• Quick learner able to acquire new skills through training orguidance
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