Senior Analyst, Customer Service

Singlife; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

Navigator Investment Services seeks a dedicated customer service professional to man the service hotline, email enquires and counter during office hours for direct clients and financial advisers. You will deliver timely, accurate guidance, resolve complex enquiries and drive service improvements through trend analysis.

The role requires a diploma/degree with 3–5 years’ relevant experience in a financial setting.

Qualifications

• Diploma or Degree with 3 to 5 years of relevant customer service experience; experience in a financial institution or regulated service environment is advantageous.
• Demonstrated ability to analyse enquiry data, recognise recurring patterns and translate findings into practical insights or improvement actions.
• Strong written and verbal communication skills, with a customer-centric mindset and the ability to communicate clearly with clients, financial advisers and internal stakeholders.
• Good complaint-handling, problem-solving and stakeholder-management skills, including confidence in managing difficult conversations.
• Meticulous, organised and able to work independently while contributing effectively as a team member.
• Comfortable handling face-to-face customers and supporting service counter duties.
• Proficient in Microsoft Excel and PowerPoint for basic data analysis, trend reporting and presentation of insights.
• Able and willing to work in shifts, staggered hours or adjusted schedules when operationally required.

Responsibilities

• Man the service hotline, email enquiries and service counter during office hours for direct clients and financial advisers.
• Provide experienced frontline support, resolve complex enquiries and contribute to service improvement through analysis of enquiry trends and recurring issues.
• Support shift-based or extended service coverage when operationally required.
• Handle email, phone and face-to-face enquiries relating to account opening, account servicing, transactions and platform-related issues.
• Deliver prompt, accurate and customer-centric advice to clients and financial advisers, with the aim of achieving first-contact resolution.
• Own and follow through on more complex enquiries, complaints and service recovery cases, coordinating with relevant departments until closure.
• Make follow-up calls or send emails regarding account opening applications, transfer requests, third-party payments and other pending service matters.
• Perform call verification for updates to client details, form amendments, password resets and other requests in accordance with SOPs and controls.
• Analyse enquiry volumes, categories, recurring themes and emerging trends; identify root-cause themes, process gaps and system issues.
• Prepare and share trend insights, observations and recommended actions with the Customer Service team and relevant stakeholders to improve service quality and reduce repeat enquiries.
• Support team knowledge-sharing, coach less-experienced team members on common enquiries and contribute to updating FAQs, scripts, SOPs and training materials.
• Attend to walk-in customers at the customer service centre and manage expectations professionally, including in difficult or escalated situations.
• Work closely with Operations, Technology, Product and other relevant teams to resolve issues and improve end-to-end customer journeys.
• Work in shifts, staggered hours or adjusted schedules when required to meet operational or service coverage needs.
• Perform other ad-hoc administrative, reporting and follow-up tasks assigned.

Skills

Customer service

Communication skills

Analytical thinking

Problem solving

Stakeholder management

Education

Diploma/Degree in Business Admin/Management or related

Tools

Microsoft Excel

PowerPoint

Job description

• Man the service hotline, email enquiries and service counterduring office hours for direct clients and financial advisers.
• Provide experienced frontline support, resolve complex enquiriesand contribute to service improvement through analysis of enquiry trends andrecurring issues.
• Supportshift-based or extended service coverage when operationally required.

KeyResponsibilities

• Handle email, phone and face-to-face enquiries relating to accountopening, account servicing, transactions and platform-related issues.
• Deliver prompt, accurate and customer-centric advice to clientsand financial advisers, with the aim of achieving first-contact resolution.
• Own and follow through on more complex enquiries, complaints andservice recovery cases, coordinating with relevant departments until closure.
• Make follow-up calls or send emails regarding account openingapplications, transfer requests, third-party payments and other pending servicematters.
• Perform call verification for updates to client details, formamendments, password resets and other requests in accordance with approved SOPsand controls.
• Analyse enquiry volumes, categories, recurring themes and emergingtrends; identify root-cause themes, process gaps and system issues.
• Prepare and share clear trend insights, observations andrecommended actions with the Customer Service team and relevant stakeholders to improve service quality and reduce repeat enquiries.
• Support team knowledge-sharing, coach less-experienced teammembers on common enquiries and contribute to updating FAQs, scripts, SOPs andtraining materials.
• Attend to walk-in customers at the customer service centre andmanage expectations professionally, including in difficult or escalatedsituations.
• Work closely with Operations, Technology, Product and otherrelevant teams to resolve issues and improve end-to-end customer journeys.
• Work in shifts, staggered hours or adjusted schedules whenrequired to meet operational or service coverage needs.
• Perform other ad-hoc administrative, reporting and follow-up tasksassigned.

KeyDecisions within the Role

• Prioritise and respond to enquiries within the same working day oraccording to the applicable SLA and SOP.
• Assess when an enquiry, complaint, process gap or system issueshould be escalated, and determine the appropriate team or stakeholder forfollow-up.
• Identify high-impact or recurring enquiry trends that requireimmediate team communication, deeper investigation or process remediation.
• Balancecustomer expectations, business requirements, risk considerations and internalcontrols when recommending a course of action.

Requirements

Experience

• Diploma or Degree with 3 to 5 years of relevant customer serviceexperience; experience in a financial institution or regulated serviceenvironment is advantageous. Experience managing high-net-worth (HNW) clientsand supporting premium financial advisers would be an added advantage.
• Demonstrated ability to analyse enquiry data, recognise recurringpatterns and translate findings into practical insights or improvement actions.
• Strong written and verbal communication skills, with acustomer-centric mindset and the ability to communicate clearly with clients,financial advisers and internal stakeholders.
• Good complaint-handling, problem-solving andstakeholder-management skills, including confidence in managing difficultconversations.
• Meticulous, organised and able to work independently whilecontributing effectively as a team member.
• Comfortable handling face-to-face customers and supporting servicecounter duties.
• Proficient in Microsoft Excel and PowerPoint for basic dataanalysis, trend reporting and presentation of insights.
• Able and willing to work in shifts, staggered hours or adjustedschedules when operationally required.

Academic

• Academic:Diploma/Degree in Business Admin/Management or related.

KeyStakeholders

• External: Financialadvisors and their respective firms
• Internal: Customer Service team, Operations, Technology, Product and otherrelevant departments within Navigator Investment Services.