Call Centre Customer Service Agent - Digital Communications (12 Months Contract)

PERSOL; Singapore; On-site; SGD 34,000 - 48,000; Full time

Benefits offered by this job

Completion bonus

Job summary

PERSOL in Singapore is seeking a Claims Support Officer to assist the Claim Team across Shield, Life, Critical Illness, Disability and General Insurance, resolving policyholder and distributor issues and promoting superior customer service. You will handle email inquiries promptly, make calls on claim decisions when required, assist in appeals and complaints, and support junior staff.

A Diploma with at least 2 years in insurance is preferred; professional certifications are a bonus.

Qualifications

• Diploma holding with at least 2 years in the insurance industry.
• Professional certifications (M9, M5, CHI, BCP, PGI) are advantageous.
• 1 year experience in complaint handling is advantageous.
• Experience in claims knowledge is advantageous.
• Strong communication and interpersonal skills.

Responsibilities

• Ensure claim enquiries and requests received through emails are responded within the expected turnaround time.
• Where required, ensure calls to policyholders and distribution representatives relating to claim decisions are promptly rendered.
• Assist in call out to distribution representatives and/or policyholders to provide basis of decision for concluded claims where policy has to be voided due to material non-disclosure.
• Assess and manage appeals, feedbacks and general complaints received from emails; escalate higher level complaints to Managers.
• Resolve any escalated cases assigned by Unit Head.
• Recommend new methods to improve operational effectiveness and customer experience.
• Provide guidance to junior staff members where required.
• Other projects or ad-hoc assignments/tasks delegated by the Unit Head.
• Take accountability in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks.

Skills

Communication skills

Interpersonal skills

Teamwork

Attention to detail

Integrity

Education

Diploma

Job description

Location: Eunos (5 mins walk from MRT)

Working Hours: Mon to Fri, 9am to 6pm

Salary: Between $2800 - $4000 (Depending on experiences) + Completion Bonus

About the Job

You will be supporting the Claim Team (Shield, Life, Critical Illness, Disability, Personal Accident, General Insurance) to resolve policyholders’ and distribution representatives’ issues relating to claims matters and effectively promote good customer service experience.

Job Responsibilities:

• Ensure claim enquiries and requests received through emails are responded within the expected turnaround time;
• Where required, ensure calls to policyholders and distribution representatives relating to claim decisions are promptly rendered.
• Assist in call out to distribution representatives and / or policyholders, to provide basis of decision, for concluded claims where policy has to be voided due to material non disclosure.
• Assess and manage appeals, feedbacks and general complaints received from emails. Escalate higher level complaints to Managers and his/her immediate supervisors;
• Resolve any escalated cases assigned by Unit Head;
• Recommend new methods to improve operational effectiveness and customer experience;
• Provide guidance to junior staff members where required;
• Other projects or ad-hoc assignments/tasks delegated by the Unit Head;
• Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks

Requirements

• Diploma Holder with at least 2 years experience in Insurance Industry, candidates with Professional Certification in Insurance (i.e. M9, M5, CHI, BCP, PGI) will be an added advantage;
• 1 year of relevant working experience in complaint handling will be advantageous
• Experience in insurance industry with claim knowledge would be advantageous
• Strong communication (both oral and written) and interpersonal skills.
• Able to work as a team
• Meticulous and quality service oriented
• High level of integrity, takes accountability of work and good attitude over teamwork; and
• Takes initiative to improve current state of things and adaptable to embrace new changes.

We regret to inform that only shortlisted candidates will be notified.