Lead Executive, Web Comms

Singlife Group; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

Singlife is seeking a Customer Service Correspondence Officer to handle customer and intermediary interactions in line with Singlife’s service standards. You will manage emails and letters, ensuring timely and accurate responses while upholding the company tone.

Reporting to the Correspondence Team Lead, you will follow SOPs, resolve routine issues, and escalate complex cases as needed, working closely with internal teams to maintain high first-contact resolution and customer satisfaction.

Qualifications

• Experience in Customer Service, correspondence handling or insurance operations.
• Basic awareness of life, investment-linked and health insurance products.
• Good command of English, both oral and written.
• Good customer service, problem-solving and time management skills.
• Ability to solve routine issues using existing solutions and adapt knowledge to manage ad hoc, non-complex situations.

Responsibilities

• Handle customer and intermediary interactions via emails, letters and outbound calls, where applicable, in line with Singlife’s service standards and tone of voice.
• Perform assigned work under close supervision, with some autonomy in managing routine enquiries and processing straightforward requests within approved guidelines.
• Apply existing SOPs, product knowledge and approved response templates to resolve routine issues and support first contact resolution.
• Adapt existing knowledge to support ad hoc, non-complex enquiries, and upscale complex or exceptional cases to the Team Lead or relevant teams.
• Ensure accurate case documentation in Salesforce and timely follow-up to support audit trail, service quality and SLA adherence.

Skills

Customer service

Correspondence handling

Problem solving

Time management

Education

Degree or Diploma

Certificate on HI, M5, M8 or M9 advantageous

Tools

Salesforce

Job description

Singlife is a leading homegrown financial services company,offering consumers a better way to financial freedom. Through innovative,technology-enabled solutions and a wide range of products and services,Singlife provides consumers control over their financial wellbeing at everystage of their lives.

In addition to a comprehensive suite of insurance plans,employee benefits, partnerships with financial adviser channels andbancassurance, Singlife offers investment and advisory solutions through itsGROW with Singlife platform. It also offers the Singlife Account, amobile-first insurance savings plan.

Singlife is the exclusive insurance provider for theMinistry of Defence, Ministry of Home Affairs and Public Officers GroupInsurance Scheme. Singlife is also an official signatory of the United NationsPrinciples for Sustainable Insurance and the United Nations-supportedPrinciples for Responsible Investment, affirming its commitment to finding abetter way to sustainability.

The merger of Aviva Singapore and Singlife was announced inSeptember 2020 and created one of the largest homegrown financial servicescompanies in Singapore in a deal valued at S$3.2 billion. It was the largestinsurance deal in Singapore at the time. Singlife was subsequently acquired bySumitomo Life in March 2024, one of Japan’s leading life insurers, which valuedSinglife at S$4.6 billion, making the transaction one of the largest insurancedeals in Southeast Asia.

Purpose of the role:

Thisposition reports to the Correspondence Team Lead and handles all customer & intermediaryinteractions in alignment with the desired service standards signatory ofSinglife - good impressions by the company’s ambassadors attract and retaincustomers and intermediaries.

Staff will be involved in:

• Managingemail enquiries using Salesforce and in providing quality response in line withour company’s tone of voice.
• Performingone-stop service delivery in processing customer requests and in achieving highfirst contact resolution.
• Assistingcustomers in getting issues resolved amicably and come up with mitigatingsolutions as part of customer handling.
• Providingresponses to customer via letters and outbound calls, where applicable.

Role Attributes:

Has strong technical knowledge and experience in Web Communicationoperations, including handling customer and intermediary enquiries, Salesforcecase handling,applying product and process knowledge, and performing work within establishedSOPs and service standards.

Key Responsibilities:

• Handle customer and intermediary interactionsvia emails, letters and outbound calls, where applicable, in line withSinglife’s service standards and tone of voice.
• Perform assigned work under close supervision,with some autonomy in managing routine enquiries and processing straightforwardrequests within approved guidelines.
• Apply existing SOPs, product knowledge andapproved response templates to resolve routine issues and support first contactresolution.
• Adapt existing knowledge to support ad hoc,non-complex enquiries, and upscale complex or exceptional cases to the TeamLead or relevant teams.
• Ensure accurate case documentation inSalesforce and timely follow-up to support audit trail, service quality and SLAadherence.

Key Decisions within the Role:

• Resolve routine enquiries and straightforwardservice requests using existing SOPs, approved templates and establishedsolutions.
• Decide when to adapt existing guidance for adhoc, non-complex cases while ensuring risks remain within approved limits.
• Identify cases requiring clarification,approval or escalation, and raise concerns to line management in a timelymanner.
• Operate within financial authorisation limitsas per the Delegation of Authority approved by the Board.

Requirements:

Experience

• Relevant experience in Customer Service,correspondence handling or insurance operations.
• Basic awareness of life, investment-linked andhealth insurance products, processes and customer service standards.
• Good command of English, both oral andwritten.
• Good customer service, problem-solving and timemanagement skills.
• Ability to solve routine issues using existingsolutions and adapt knowledge to manage ad hoc, non-complex situations.

Education

• Academic: Degree / Diploma.
• Certificate onHI, M5, M8 or M9 will be advantageous.

Key Stakeholders:

External:

• Customers: communicating and interacting withclient / advisers.

Internal:

• Key relationships within Singlife wherecollaboration is required (excluding manager and direct reports).