Insurance & Claims Customer Care Analyst

Singlife; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

Singlife, a leading Singaporean financial services provider, seeks a skilled contact centre specialist to handle policy member, HR, and intermediary inquiries via calls and emails. You will deliver end-to-end service, aim for first-contact resolution, and guide customers on Singlife's portals and mobile apps.

The role requires at least 2 years in a contact centre, strong English and Chinese communication, and familiarity with group insurance products or medical claims is a plus.

Qualifications

• Minimum 2 years of experience in contact centre call and email handling.
• Fluent in English and Chinese (verbal/written) with mature, empathetic service delivery.
• Experience with group insurance products and medical claims is an added advantage.
• Diploma or bachelor degree in business/customer service/medical or related field; insurance certification preferred.

Responsibilities

• Handle inbound and outbound communications with policy members, HR representatives, and intermediaries in a timely, professional, and customer-centric manner.
• Deliver end-to-end service by managing enquiries via calls and emails, with a strong focus on first-contact resolution.
• Proactively follow up on cases to ensure enquiries, requests, feedback, and complaints are resolved within established service standards.
• Provide guidance and support to customers and intermediaries on the use of the company's portals and mobile applications.
• Manage escalated calls and cases effectively, ensuring appropriate resolution and service recovery.
• Collaborate with internal and external stakeholders to resolve servicing issues and claims-related matters efficiently.
• Perform accurate case documentation, after-call work, and administrative tasks in line with procedures and compliance.
• Identify recurring issues, provide feedback, and suggest process improvements to enhance customer experience and NPS.
• Ensure full compliance with internal policies, procedures, and regulatory and data protection requirements.
• Undertake any other duties assigned by the Manager or Team Leads.

Skills

Bilingual English & Chinese

Customer service excellence

Education

Diploma or Bachelor's in Business/Customer Service/Medical

Tools

CRM systems

Job description

Singlife, a leading Singaporean financial services provider, seeks a skilled contact centre specialist to handle policy member, HR, and intermediary inquiries via calls and emails. You will deliver end-to-end service, aim for first-contact resolution, and guide customers on Singlife's portals and mobile apps.

The role requires at least 2 years in a contact centre, strong English and Chinese communication, and familiarity with group insurance products or medical claims is a plus.