Associate

HSBC Holdings plc; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

HSBC Life offers a front-counter Associate role focused on insurance customer service and distributor support. You will handle walk-in customers, guide on forms, manage queues, and ensure timely processing with accuracy.

The role involves outbound calls and emails, complaints handling, and document management to maintain service standards and compliance. A professional, detail-oriented approach is essential for success.

Qualifications

• Experience in insurance customer service or servicing.
• Experience in front counter or customer-facing servicing roles.
• Strong customer service mindset: courteous, patient, and solutions-focused.
• Confident face-to-face communication with a professional tone.
• Clear written communication for emails and letters.
• Calm and resilient when handling complaints; able to de-escalate.
• Attention to detail and meticulous documentation.
• Organised and able to prioritise work to meet timelines and SLAs.

Responsibilities

• Handle walk-in customers and distributor enquiries promptly, professionally, and accurately.
• Understand customer needs, guide on required forms/documents, and manage timelines.
• Ensure smooth queue management and a positive service experience at the counter.
• Outbound calls and emails supporting the counter and follow-ups.
• Follow up on outstanding documents and provide status updates.
• Respond to counter-related emails with clear, timely communication.
• Prepare written correspondence/letters and ensure timely mail-outs.
• Close complaints within SLA and assist with root-cause identification.
• Process walk-in transactions with a right-first-time approach; verify forms.
• Escalate issues or potential fraud via proper channels; assist with projects.

Skills

Customer service

Insurance knowledge

Front counter experience

Job description

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Life is a world-class institution where you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank. Here you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank

We are currently seeking a high calibre professional to join our team as a Associate

In this role you will:

• Handlewalk-in customersand distributor enquiries promptly, professionally, and accurately.
• Understand customer needs, provide correct guidance on required forms/documents, and manage expectations on processing timelines.
• Ensure smooth queue management and a positive service experience at the counter.

Outbound calls and email handling (supporting the counter)

• Makeoutbound callsto follow up on outstanding documents, clarify customer/distributor requests, and provide status updates.
• Respond toemailsrelated to counter-served requests, ensuring clear, accurate, and timely communication.

Written correspondence & mail-outs

• Prepare written correspondence/letters (e.g., acknowledgements, requests for additional documents, outcomes/updates) accurately.
• Ensuremail-outs are completed within agreed timelinesand properly recorded for tracking and audit purposes.

Complaints handling & complaints management support

• Manage assigned complaints cases andclose within SLA.
• Investigate issues, coordinate with relevant teams/insurer partners as needed, and provide clear updates and resolutions.
• Assist with complaints management activities (case documentation, follow-ups, and contributing to root-cause identification).

Transaction quality, controls & compliance (walk-in transactions)

• Process walk-in transactions with aright-first-timeapproach, ensuring accuracy and completeness.
• Verify forms and supporting documents, perform required checks, and maintain proper records/case notes.
• Escalate exceptions, control issues, or potential fraud/suspicious activity via the appropriate channels.
• Support additional tasks/projects assigned by the line manager (e.g., peak period support, reporting, process improvement, cross-coverage).

To be successful you will need:

• Experience ininsurance customer service / insurance servicing, ideally in afront counteror customer-facing servicing role.
• Experience handling distributor/agent servicing requests is an advantage.
• Strong customer service mindset: courteous, patient, and solutions-focused.
• Confident face‑to‑face communication with a professional tone and approach.
• Clear written communication for emails and formal letters.
• Calm and resilient when handling complaints or difficult situations; able to de‑escalate effectively.
• Strong attention to detail and accuracy; disciplined with documentation.
• Organised and able to prioritise work to meet timelines and SLAs.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.