Insurance Customer Service Associate (Front Counter)

HSBC Holdings plc; Singapore; On-site; SGD 35,000 - 55,000; Full time

Job summary

HSBC Holdings plc invites applications for an Associate role in Singapore. The position focuses on front counter customer service for HSBC Life, handling walk-in customers and distributors, outbound calls, emails, and written communications, while ensuring accuracy and timely processing.

Successful candidates will support complaint management, transaction quality, and adherence to controls. Strong communication, de-escalation, and attention to detail are essential for this customer-facing role.

Qualifications

• Experience in insurance customer service or servicing, especially at a front counter or customer-facing role.
• Strong customer service mindset: courteous, patient, and solutions-focused.
• Confident face-to-face communication with a professional tone.
• Clear written communication for emails and formal letters.
• Calm and resilient when handling complaints; able to de-escalate effectively.
• Strong attention to detail and accuracy; disciplined with documentation.

Responsibilities

• Handle walk-in customers and distributor enquiries promptly, professionally, and accurately.
• Understand customer needs, provide correct guidance on required forms/documents, and manage expectations on processing timelines.
• Ensure smooth queue management and a positive service experience at the counter.
• Outbound calls and email handling (supporting the counter).
• Respond to emails related to counter-served requests, ensuring clear, accurate, and timely communication.
• Prepare written correspondence/letters (e.g., acknowledgements, requests for additional documents, outcomes/updates) accurately.
• Ensure mail-outs are completed within agreed timelines and properly recorded for tracking and audit purposes.
• Complaints handling & complaints management support.
• Manage assigned complaints cases and close within SLA.
• Investigate issues, coordinate with relevant teams/insurer partners as needed, and provide clear updates and resolutions.
• Assist with complaints management activities (case documentation, follow-ups, and contributing to root-cause identification).
• Process walk-in transactions with a right-first-time approach, ensuring accuracy and completeness.
• Verify forms and supporting documents, perform required checks, and maintain proper records/case notes.
• Escalate exceptions, control issues, or potential fraud/suspicious activity via the appropriate channels.
• Ad hoc duties: Support additional tasks/projects assigned by the line manager.

Skills

Insurance customer service

Front counter experience

Customer-focused

Clear written communication

De-escalation

Attention to detail

Job description

HSBC Holdings plc invites applications for an Associate role in Singapore. The position focuses on front counter customer service for HSBC Life, handling walk-in customers and distributors, outbound calls, emails, and written communications, while ensuring accuracy and timely processing.

Successful candidates will support complaint management, transaction quality, and adherence to controls. Strong communication, de-escalation, and attention to detail are essential for this customer-facing role.