Analyst, Group Claims

Singlife; Singapore; Sur place; SGD 30 000 - 42 000; Plein temps

Résumé du poste

Singlife, a leading Singaporean financial services provider, seeks a skilled contact centre specialist to handle policy member, HR, and intermediary inquiries via calls and emails. You will deliver end-to-end service, aim for first-contact resolution, and guide customers on Singlife's portals and mobile apps.

The role requires at least 2 years in a contact centre, strong English and Chinese communication, and familiarity with group insurance products or medical claims is a plus.

Qualifications

• Minimum 2 years of experience in contact centre call and email handling.
• Fluent in English and Chinese (verbal/written) with mature, empathetic service delivery.
• Experience with group insurance products and medical claims is an added advantage.
• Diploma or bachelor degree in business/customer service/medical or related field; insurance certification preferred.

Responsabilités

• 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 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 use of the company's portals and mobile applications.
• Manage escalated calls and cases effectively, ensuring appropriate resolution and service recovery.
• Collaborate with internal and external stakeholders to resolve servicing issues and claims-related matters efficiently.
• Perform accurate case documentation, after-call work, and administrative tasks in line with procedures and compliance.
• Identify recurring issues, provide feedback, and suggest process improvements to enhance customer experience and NPS.
• Ensure full compliance with internal policies, procedures, and regulatory and data protection requirements.
• Undertake any other duties assigned by the Manager or Team Leads.

Connaissances

Bilingual English & Chinese

Customer service excellence

Formation

Diploma or Bachelor's in Business/Customer Service/Medical

Outils

CRM systems

Description du poste

Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers control over their financial wellbeing at every stage of their lives.

In addition to a comprehensive suite of insurance plans, employee benefits, partnerships with financial adviser channels and bancassurance, Singlife offers investment and advisory solutions through its GROW with Singlife platform. It also offers the Singlife Account, a mobile-first insurance savings plan.

Singlife is the exclusive insurance provider for the Ministry of Defence, Ministry of Home Affairs and Public Officers Group Insurance Scheme. Singlife is also an official signatory of the United Nations Principles for Sustainable Insurance and the United Nations-supported Principles for Responsible Investment, affirming its commitment to finding a better way to sustainability.

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

Key Appointments

• Act as the first point of contact for policy members, HR representatives, and intermediaries by handling calls and emails, resolving enquiries and escalations, and supporting digital platform usage in line with service standards and established SLAs.

Key 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 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 use of the Company's portals and mobile applications.
• Manage escalated calls and cases effectively, ensuring appropriate resolution and service recovery.
• Collaborate with internal and external stakeholders to resolve servicing issues and claims-related matters efficiently.
• Perform accurate case documentation, after-call work, and administrative tasks in accordance with internal procedures and compliance requirements.
• Identify recurring issues, provide feedback, and recommend process improvements to enhance customer experience and Net Promoter Score (NPS).
• Ensure full compliance with internal policies, procedures, and applicable regulatory and data protection requirements.
• Undertake any other duties assigned by the Manager or Team Leads.

Key Decisions within the Role

• Escalate appeals to the claims department and coordinate service recovery for customers, following established guidelines.
• Communicate outcomes and claim decisions to customers promptly and professionally.
• Complete assigned responsibilities independently and within designated timeframes.

Team

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

Requirements

Experience

• Minimum 2 years of experience in contact centre call and email handling.
• Familiar with contact centre systems and applications.
• Strong English and Chinese communicator (verbal/written), delivering consistent service with maturity and empathy.
• Customer-focused, dedicated to providing excellent support.
• Understands the customer journey and demonstrates the ability to manage escalations effectively.
• Experience with group insurance products and medical claims is an added advantage.

Personal Attributes

• Collaborative team player, willing to support colleagues
• Quick learner able to acquire new skills through training or guidance
• Self-motivated and proactive

Education

• Academic: Diploma or bachelor's degree in business/Customer Service/Medical.
• Professional Certification(s): Insurance (Preferred)

Key Stakeholders

External

• Clients and insured members
• HR and Sales intermediaries

Internal

• All functional units within Group Insurance
• Other organizational units depending on tasks assigned.