Insurance Customer Experience Lead

U3 INFOTECH PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

U3 INFOTECH PTE. LTD. in Singapore is seeking a Customer Service Operations Executive to support the customer service team in delivering exceptional service and efficient insurance operations.

You will handle inquiries, resolve complaints, process policy servicing requests, and support claims and policy verification. The role involves maintaining accurate reports, following SLAs, and collaborating with internal teams to ensure timely processing.

Qualifications

• Relevant experience in General Insurance operations.

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 description

U3 INFOTECH PTE. LTD. in Singapore is seeking a Customer Service Operations Executive to support the customer service team in delivering exceptional service and efficient insurance operations.

You will handle inquiries, resolve complaints, process policy servicing requests, and support claims and policy verification. The role involves maintaining accurate reports, following SLAs, and collaborating with internal teams to ensure timely processing.