Lead Executive, Web Comms

Singlife; Singapore; On-site; SGD 33,480 - 51,336; Full time

Job summary

Singlife is seeking a proactive Customer Correspondence Associate to manage email, letters and outbound calls, upholding Singlife’s service standards and tone of voice.

You will handle customer and intermediary inquiries, apply SOPs, log cases in Salesforce, and strive for high first contact resolution while escalating complex issues to the Team Lead.

Qualifications

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

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 elevate 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

Problem-solving

Time management

English proficiency

Computer skills

Education

Degree / Diploma

HI/M5/M8/M9 certification

Job description

Purpose of the Role

This position reports to the Correspondence Team Lead and handles all customer & intermediary interactions in alignment with the desired service standards signatory of Singlife - good impressions by the company’s ambassadors attract and retain customers and intermediaries.

Staff Will Be Involved In

• Managing email enquiries using Salesforce and in providing quality response in line with our company’s tone of voice.
• Performing one-stop service delivery in processing customer requests and in achieving high first contact resolution.
• Assisting customers in getting issues resolved amicably and coming up with mitigating solutions as part of customer handling.
• Providing responses to customer via letters and outbound calls, where applicable.

Role Attributes

Has strong technical knowledge and experience in Web Communication operations, including handling customer and intermediary enquiries, Salesforce case handling, applying product and process knowledge, and performing work within established SOPs and service standards.

Key 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 elevate 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.

Key Decisions within the role

• Resolve routine enquiries and straightforward service requests using existing SOPs, approved templates and established solutions.
• Decide when to adapt existing guidance for ad hoc, 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 timely manner.
• Operate within financial authorisation limits as 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 and health insurance products, processes and customer service standards.
• 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.
• Proficient in computer skills.

Education

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

Key Stakeholders

External

• Customers: communicating and interacting with client / advisers.

Internal

• Key relationships within Singlife where collaboration is required (excluding manager and direct reports).
• Collaboration with similar levels.