Associate - Call Centre

The Great Eastern Life Assurance Company Limited; Singapore; On-site; SGD 36,000 - 54,000; Full time

Job summary

Great Eastern Life Assurance Company Limited is seeking a candidate to join our Contact Centre team, delivering service excellence primarily through Live Chat for financial representatives and policyholders in Singapore. You will handle inquiries professionally, uphold service standards, and ensure timely resolutions with accurate CRM records.

The role requires a Diploma or degree and strong communication skills, with insurance certs like M5/M9/HI or LOMA considered a plus.

Qualifications

• Diploma or degree required; relevant working experience preferred.
• Hold professional insurance certifications (e.g. M5, M9, HI or LOMA) would be an added advantage.
• Demonstrate good interpersonal and communication skills, both written and verbal.

Responsibilities

• Support achievement of service standards, productivity targets and quality objectives.
• Attend to enquiries and requests from financial representatives or policyholders professionally and accurately.
• Resolve complaints at first contact where possible with ownership and closure.
• Escalate complex cases to the relevant departments and follow through to resolution.
• Maintain accurate information of interactions in the CRM system.
• Assist with ad-hoc initiatives or projects as delegated by the Manager or Head of Department.

Skills

Customer service

Live Chat

Communication

Problem solving

Teamwork

Education

Diploma or degree

Tools

CRM system

MS Office

Job description

You will be part of the team in delivering service excellence and positive customer experience primarily through Live Chat as part of our Contact Centre team

• Support the achievement of team and departmental service standards, productivity targets and quality objectives

• Attend to enquiries and requests from financial representatives or policyholders in a professional, efficient, accurate and customer-centric manner

• Resolve financial representatives’ or policyholders’ complaints and concerns effectively at first contact whenever possible, ensuring appropriate ownership and closure

• Where required, ensure calls to financial representatives or policyholders are promptly rendered

• Ensure all follow-up actions and service commitments are fulfilled within agreed timeline

• Assess appeals and put up recommendations to Manager, Head or HOD

• Escalate complex or exceptional cases to relevant departments and follow through to ensure timely resolution

• Maintain complete and accurate information of financial representatives’ interactions and policyholders’ service requests in Customer Relationship Management (CRM) system

• Perform additional duties and overtime support during operational exigencies when required

• Assist with ad-hoc initiatives or projects delegated by Manager, Head or HOD

• Possess a Diploma or degree holder qualifications, preferably with relevant working experience

• Hold Professional insurance certifications (e.g. M5, M9, HI or LOMA) and/ or have prior experience in the insurance industry, which would be an added advantage

• Demonstrate good interpersonal and communication skills, both written and verbal

• Have good listening and problem-solving abilities

• Are detail-oriented with strong customer centric-mindset

• Proficient in basic computer applications and CRM system

• Possess a pleasant and cheerful disposition

• Work effectively as a team player in a fast-paced and dynamic environment

• Are comfortable engaging with financial representatives through Live Chat and communicating with them or policyholders via phone

• Take accountability of work and possess a good working attitude

• Can manage high work volumes, multitasking effectively

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

:SG-GE Changi

:Customer Services