Associate - Customer Service Centre

Job Purpose

You will assist to resolve policyholders’ and Financial Representatives’ issues relating to insurance policy.

The Job

• Manage walk-in policyholders’ and Financial Representatives’ queries/requests on policy related matters (Life and General Insurance) within stipulated time.
• Ensure unresolved issues over the counter are promptly followed up and resolved within stipulated time.
• Assess and manage appeals, feedbacks, and minor complaints from policyholders, Financial Representatives, and business partners.
• Provide excellent customer service experience.
• Manage customer feedbacks/complaints with a good closure within the operational turnaround time.
• Take accountability in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks.
• Maintain awareness of industry trends on regulatory compliance, emerging threats, and appropriate steps to mitigate the risks.
• Highlight any potential concerns/risks and proactively share best risk management practices.
• Perform other incidental “ad hoc” duties to ensure smooth functioning of various touchpoints, such as assisting Digital Comms and Call Centre.
• May be rotated amongst the different Service Centres.
• Manage ad-hoc assignments/tasks delegated by the Section Head, when required.

Our Requirements

• GCE ‘A’/ Diploma/ Degree holder from a recognized institution; applicants with professional insurance certifications such as BCP, PGI, M5, M9, M9A, and Health Insurance will be preferred.
• Fresh Diploma & Degree holders are welcome to apply.
• Applicants should have 1 to 2 years of customer service experience, preferably from insurance/banking industries.
• Applicants must be comfortable working in a Frontline Environment.
• A team player with good writing, interpersonal, and communication skills.
• Customer-oriented individual with a positive attitude, able to work under pressure with minimal supervision.
• Proficient in Microsoft Office.
• High level of integrity, accountability for work, and a good attitude towards teamwork.
• Takes initiative to improve the current state of things and is adaptable to embrace new changes.

About Great Eastern

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.