Analyst, Group Claims Hotline and Email

SINGAPORE LIFE LTD.; Singapore; On-site; SGD 33,000 - 47,000; Full time

Job summary

Singlife in Singapore is seeking a customer service specialist to handle policy member and intermediary inquiries via calls and emails, with a strong customer-first approach and adherence to service standards.

You will guide customers on the use of company portals and mobile apps, manage escalations, and collaborate with internal teams to resolve servicing and claims issues, ensuring precise documentation.

Qualifications

• Minimum 2 years of experience in contact centre call and email handling.
• Familiar with contact centre systems and applications.
• Strong English and Chinese communicator with empathy.
• Customer-focused with ability to manage escalations.

Responsibilities

• Handle inbound and outbound communications with policy members, HR representatives, and intermediaries.
• Provide first-contact resolution and timely case follow-ups.
• Guide customers on portal and mobile app usage.
• Escalate and coordinate with claims and servicing teams as needed.
• Document cases accurately and follow internal procedures.

Skills

Bilingual English/Chinese

Customer service

Communication skills

Call handling

Education

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

Insurance Certification (Preferred)

Tools

Contact centre software

Job description

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.