Front-Counter Insurance Associate – Customer Experience

HSBC Holdings plc; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

HSBC Life offers a front-counter Associate role focused on insurance customer service and distributor support. You will handle walk-in customers, guide on forms, manage queues, and ensure timely processing with accuracy.

The role involves outbound calls and emails, complaints handling, and document management to maintain service standards and compliance. A professional, detail-oriented approach is essential for success.

Qualifications

• Experience in insurance customer service or servicing.
• Experience in front counter or customer-facing servicing roles.
• Strong customer service mindset: courteous, patient, and solutions-focused.
• Confident face-to-face communication with a professional tone.
• Clear written communication for emails and letters.
• Calm and resilient when handling complaints; able to de-escalate.
• Attention to detail and meticulous documentation.
• Organised and able to prioritise work to meet timelines and SLAs.

Responsibilities

• Handle walk-in customers and distributor enquiries promptly, professionally, and accurately.
• Understand customer needs, guide on required forms/documents, and manage timelines.
• Ensure smooth queue management and a positive service experience at the counter.
• Outbound calls and emails supporting the counter and follow-ups.
• Follow up on outstanding documents and provide status updates.
• Respond to counter-related emails with clear, timely communication.
• Prepare written correspondence/letters and ensure timely mail-outs.
• Close complaints within SLA and assist with root-cause identification.
• Process walk-in transactions with a right-first-time approach; verify forms.
• Escalate issues or potential fraud via proper channels; assist with projects.

Skills

Customer service

Insurance knowledge

Front counter experience

Job description

HSBC Life offers a front-counter Associate role focused on insurance customer service and distributor support. You will handle walk-in customers, guide on forms, manage queues, and ensure timely processing with accuracy.

The role involves outbound calls and emails, complaints handling, and document management to maintain service standards and compliance. A professional, detail-oriented approach is essential for success.