Associate - Customer Service Centre

THE GREAT EASTERN LIFE ASSURANCE COMPANY LIMITED; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A leading insurance company in Singapore is seeking a Customer Service Associate to assist policyholders and Financial Representatives. You will handle queries, ensure timely resolution, and deliver excellent customer service within a dynamic team environment. Ideal candidates have a GCE 'A'/ Diploma/ Degree and some customer service experience, preferably in insurance or banking. This role offers opportunities for fresh graduates as well.

Qualifications

• 1 to 2 years of customer service experience, preferably from insurance or banking.
• Fresh graduates for diploma and degree holders are welcome.
• Must be comfortable in a frontline environment.

Responsibilities

• Handle queries from policyholders and Financial Representatives regarding Life and General Insurance.
• Follow up and resolve outstanding matters within stipulated timeframe.
• Deliver excellent customer service and ensure effective resolution.

Skills

Customer-oriented

Good writing skills

Interpersonal skills

Communication skills

Computer literacy

Education

GCE 'A'/ Diploma/ Degree

Professional insurance certifications (BCP, PGI, M5, M9, M9A)

Tools

MS Office (Excel, Word)

Job description

About the Job

We are looking for a meticulous and dedicated individual to join our Service Centre as a Customer Service Associate. You will assist to resolve policyholders’ and Financial Representatives’ issues relating to insurance policy.

Responsibilities

• Handle queries and requests from walk-in policyholders and Financial Representatives’ queries regarding Life and General Insurance matters, ensuring timely resolution;
• Follow up and resolve outstanding matters within stipulated timeframe;
• Review and address appeals, feedback and minor complaints from policyholders, financial representatives and business partners;
• Deliver excellent customer service and ensure effective resolution within operational turnaround time;
• Perform various ad hoc duties to support the smooth operation of service touchpoints, including rotation across different Service Centres and providing assistance to other touchpoints such as Digital Comms and Call Centre;
• Support the team by covering duties during colleagues’ absences and other ad hoc task and projects as assigned by supervisors

We are looking for people who

• GCE ‘A’/ Diploma/ Degree holder from recognized institution; Applicant with professional insurance certifications such as BCP, PGI, M5, M9, M9A and health Insurance will be advantageous
• Fresh Diploma & Degree holders are welcome to apply
• 1 to 2 years of customer service experience, preferably from insurance/ banking industries will be highly considered.
• Must be comfortable to work in Frontline Environment
• A strong team player with good writing, interpersonal and communication skills
• Customer-oriented, has positive attitude, able to work under pressure with minimal supervision
• Computer literacy with good working knowledge of MS Office (eg Excel, Word) applications

How you succeed

• 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.

Who we are

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.