Contract Executive, Customer Support (12 months)

Income Insurance Limited; Singapore; On-site; SGD 32,000 - 52,000; Full time

Job summary

Income Insurance Limited in Singapore seeks a Diploma or degree holder to join our Customer Service team. You will handle inquiries about life and health products via phone, email, and digital channels, provide accurate policy information, and document all interactions in our case management system.

You will resolve complaints, coordinate with internal stakeholders, maintain SLAs, and contribute to process improvements.

Qualifications

• Diploma or degree holder required.
• Minimum 1 year of customer service experience, preferably in insurance/financial services.
• Experience handling complaints, appeals or case management is advantageous.
• Strong Microsoft Office and data handling skills.
• Proven ability to follow processes and regulatory requirements.

Responsibilities

• Handle customer enquiries via phone, email and digital channels.
• Provide accurate information on policies, claims and service processes.
• Document interactions accurately in the CRM system.
• Investigate and manage customer feedback, complaints and appeals.
• Coordinate with internal stakeholders for prompt resolutions.
• Keep customers informed with regular updates until case closure.
• Identify recurring issues and suggest improvements to services.
• Maintain service quality and meet SLAs.
• Collaborate with peers to improve processes and outcomes.

Skills

Customer service

Communication

Multi-tasking

Team collaboration

Compliance

Problem solving

Education

Diploma/Degree holder

Tools

Microsoft Office

Excel

PowerPoint

CRM system

Multimedia tools

Job description

Key responsibilities and roles associated with this position:

1. Customer Service & Enquiry Management

• Manage customer enquiries relating to life and health insurance products via phone, email, and digital channels.
• Provide accurate and timely information on policy coverage, claims, benefits, and service processes.
• Handle escalated customer enquiries through the integrated customer relationship management system.
• Ensure all customer interactions are documented accurately and in accordance with company policies and regulatory requirements.

2. Complaint Resolution & Case Management

• Investigate and manage customer feedback, complaints, and appeals professionally and objectively.
• Coordinate with internal stakeholders to facilitate prompt and effective resolution of customer issues.
• Keep customers informed through regular updates and proactive communication until case closure.
• Identify recurring issues and recommend solutions to improve service delivery.

3. Operational Excellence

• Maintain service quality and productivity standards in line with departmental objectives and service level commitments.
• Prepare operational reports, track service metrics, and support data collection activities.
• Work closely with colleagues and cross-functional teams to deliver a seamless customer experience.
• Share knowledge, support team initiatives, and contribute to a collaborative work environment.
• Participate in departmental projects, process improvement initiatives, and ad-hoc assignments as required.

4. Product / Service Knowledge

• Proactively, develop strong understanding of the products and services offered by Income to provide accurate information to customers
• Ensure to stay updated about product updates, process changes and new promotions.

5. Performance Management

• Managing time efficiently to meet key performance indicators and service level agreements (SLAs) and ensure timely responses to customer inquiries.
• Contribute ideas and recommendations to streamline processes and enhance customer experience.

6. Strong Communication Skills

• Must be able to communicate clearly and effectively, both verbally and in writing, to ensure customers understand the information provided.

7. Multi-tasking

• Need to handle multiple task simultaneously, such as navigating systems, updating customer records, create ticket for escalation and address customer enquiries

8. Compliance

• Adhere to company policies and procedures as well as legal and regulatory requirements during customer interactions.

9. Team Collaboration

• Collaborate with peers and other team members to review and improve on work process and resolve challenging issues.

JOB SPECIFICATION AND COMPETENCIES

Diploma/Degree holder

EXPERIENCE

• Minimum 1 year of customer service experience, preferably within the insurance, financial services, or contact centre environment.
• Experience handling customer complaints, appeals, or case management would be advantageous

COMPUTER PROFICIENCY

• Microsoft Office
• Strong in Excel and Powerpoint
• Multi-media (audio, video, web-based systems)

PROFESSIONAL / TRADE QUALIFICATION (Advantageous)

• Insurance Certifications – BCP/PGI/HI/M9