Insurance Front Desk Associate — Customer Experience & Compliance

HSBC; Singapore; On-site; SGD 36,000 - 54,000; Full time

Job summary

HSBC Life is a world-class institution where you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank.

We are currently seeking a high calibre professional to join our team as an Associate. In this role you will handle walk-in customers and distributor enquiries promptly, provide guidance on required documents, manage timelines, and ensure a smooth counter experience with effective communications via calls and emails.

Qualifications

• Experience in insurance customer service / insurance servicing, ideally in a front counter or customer-facing servicing role.
• Experience handling distributor/agent servicing requests is an advantage.
• Strong customer service mindset: courteous, patient, and solutions-focused.
• Confident face-to-face communication with a professional tone and approach.
• Clear written communication for emails and formal letters.
• Calm and resilient when handling complaints or difficult situations; able to de-escalate effectively.
• Strong attention to detail and accuracy; disciplined with 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, 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).
• Make outbound calls to follow up on outstanding documents, clarify customer/distributor requests, and provide status updates.
• Respond to emails related to counter-served requests, ensuring clear, accurate, and timely communication.
• Written correspondence & mail-outs: prepare letters accurately and ensure timely mailing for tracking/audit.
• Complaints handling & complaints management support: manage cases and close within SLA, investigate issues and coordinate with insurer partners.
• Transaction quality, controls & compliance: process walk-in transactions with right-first-time, verify forms, escalate issues, and support process improvements.

Skills

Customer service

Communication

De-escalation

Attention to detail

Job description

HSBC Life is a world-class institution where you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank.

We are currently seeking a high calibre professional to join our team as an Associate. In this role you will handle walk-in customers and distributor enquiries promptly, provide guidance on required documents, manage timelines, and ensure a smooth counter experience with effective communications via calls and emails.