Customer Service Executive (Insurance)

U3 Infotech Pte Ltd; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

U3 Infotech Pte Ltd in Singapore seeks an experienced Insurance Operations specialist to deliver quality service and ensure policy integrity. You will handle inquiries, process policy servicing requests, maintain reports, and collaborate across departments to meet SLAs.

The role requires at least 2 years in general insurance, familiarity with BC concepts and PGI certifications, and knowledge of motor and travel insurance operations. UAT participation may be required.

Qualifications

• At least 2 years of relevant experience in General Insurance operations.
• Good understanding of general insurance policies, products, and terminology.
• Certification such as BCP and PGI preferred or required, as applicable.
• Experience in Motor and Travel insurance operations is an advantage.

Responsibilities

• Deliver consistent, high-quality customer service in line with brand promise and service standards.
• Handle customer enquiries and complaints with aim of first-contact resolution.
• Encourage customer feedback and identify opportunities to improve the customer experience.
• Conduct post-sale policy and claims verification for accuracy and compliance.
• Support preparation, validation, updating, and distribution of operational, production, and sales reports.
• Follow up on outstanding premiums from failed instalment payments.
• Support the fulfilment of marketing promotions and campaigns.
• Prepare accurate customer communications, including emails and written correspondence.
• Manage callback requests and respond to service emails within SLAs.
• Process policy servicing requests including endorsements, amendments, and cancellations.
• Collaborate with internal departments to ensure timely, accurate transaction processing.
• Participate in User Acceptance Testing (UAT) when required.
• Contribute to process improvement with constructive feedback and practical suggestions.
• Undertake other duties as assigned.

Skills

Customer service

Policy servicing

UAT testing

Report generation

Education

BCP certification

PGI certification

Job description

Key Responsibilities

• Deliver consistent, high-quality customer service in line with the company’s brand promise and service standards.

• Handle customer enquiries and complaints effectively, aiming for first-contact resolution and positive customer outcomes.

• Encourage customer feedback, listen to suggestions, and identify opportunities to improve the customer experience.

• Conduct post-sale policy and claims verification to ensure accuracy and compliance with established processes.

• Support the preparation, validation, updating, and distribution of operational reports, production tracking, and sales reports.

• Follow up on outstanding premiums arising from failed instalment payments.

• Support the fulfilment of marketing promotions and campaigns.

• Prepare accurate and professional customer communications, including emails and written correspondence.

• Manage customer callback requests and respond to customer service emails within the agreed Service Level Agreements (SLAs).

• Process policy servicing requests, including policy endorsements, amendments, and cancellations.

• Collaborate with internal departments and business partners to ensure the timely and accurate processing of transactions.

• Participate in User Acceptance Testing (UAT) when required.

• Contribute actively to process improvement initiatives by providing constructive feedback and practical suggestions.

• Undertake other duties as assigned in accordance with business requirements.

Job Requirements

Qualifications and Experience

• At least 2 years of relevant experience in General Insurance operations.

• Good understanding of general insurance policies, products, and terminology is preferred.

• Insurance certifications such as Basic Concepts and Principles (BCP) and Personal General Insurance (PGI) are preferred or required, as applicable to the role.

• Experience in Motor and Travel insurance operations will be an advantage.