Assistant Manager, Digital Claims & Customer Care

The Great Eastern Life Assurance Company Limited; Singapore; On-site; SGD 55,000 - 95,000; Full time

Job summary

The Great Eastern Life Assurance Company Limited in Singapore seeks an Assistant Manager, Digital Communications to manage claims-related enquiries, appeals, complaints and escalations received through digital channels in line with company policies and MAS PDPA requirements.

As the primary touchpoint for claims-related communications, you will coordinate with Claims Operations and other units to deliver timely, accurate and empathetic responses to customers and financial representatives

Qualifications

• Diploma or Degree qualification required.
• 2–3 years of experience in insurance operations, claims servicing or customer service.
• Professional Certification in Insurance (e.g. M9, M5, CHI, BCP, PGI) is advantageous.
• Good understanding of insurance claims processes and customer servicing principles.

Responsibilities

• Support day-to-day management of claims-related enquiries, requests and escalations via email and digital channels.
• Ensure enquiries are handled accurately, timely and in line with service standards.
• Assist in resolving complex cases and drive follow-up to closure.
• Provide accurate guidance on claims processes, requirements, status and outcomes.
• Act as liaison between customers, financial representatives and Claims teams.
• Handle sensitive customer situations, complaints and service recovery cases with professionalism.
• Escalate cases requiring technical claims assessment to Claims teams.
• Support management reporting and escalation- summaries; coach and guide team members.

Skills

Customer service

Communication

Analytical thinking

Problem solving

Stakeholder management

Attention to detail

Regulatory awareness

Education

Diploma or Degree qualification

Tools

CRM systems

Microsoft Office

Job description

The Great Eastern Life Assurance Company Limited in Singapore seeks an Assistant Manager, Digital Communications to manage claims-related enquiries, appeals, complaints and escalations received through digital channels in line with company policies and MAS PDPA requirements.

As the primary touchpoint for claims-related communications, you will coordinate with Claims Operations and other units to deliver timely, accurate and empathetic responses to customers and financial representatives