Senior Associate

HSBC; Singapore; On-site; SGD 45,000 - 67,000; Full time

Job summary

HSBC Life is seeking a Senior Associate to handle walk-in customers and distributor enquiries with professionalism at the Singapore counter. You will assess needs, guide on forms, and manage timelines to deliver accurate service.

Responsibilities include queue management, outbound follow-ups, and precise written communications. The role requires customer-focus, de-escalation skills, and adherence to SLAs in a fast-paced insurance environment.

Qualifications

• Experience in insurance customer service / 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.
• 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.
• 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.
• 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.
• Support additional tasks/projects assigned by the line manager (e.g., peak period support, reporting, process improvement, cross-coverage).

Skills

Insurance customer service

Front counter experience

Distributor servicing

Customer service mindset

Face-to-face communication

Written communication

De-escalation

Attention to detail

Organization

Job description

Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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. Here you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank.

Senior Associate

In This Role You Will

• 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.

• 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.

• 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.

• 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.

• Support additional tasks/projects assigned by the line manager (e.g., peak period support, reporting, process improvement, cross-coverage).

To Be Successful You Will Need

• 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.

Opening up a world of opportunity

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

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