Senior Insurance Service Specialist (Front Counter)

HSBC LIFE (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 40,000 - 65,000; Full time

Job summary

HSBC Life (Singapore) PTE. LTD. seeks a Senior Associate to service front counter customers and distributors, handle inquiries, and ensure accurate processing with a customer-first approach.

You will manage complaints, follow up on documents, and perform written communications, while maintaining strict adherence to timelines and SLAs to support a seamless banking and insurance experience.

Qualifications

• Experience in insurance customer service or insurance servicing.
• Front counter or customer-facing servicing role.
• Experience handling distributor/agent servicing requests is an advantage.
• Clear written communication for emails and formal letters.

Responsibilities

• Handle walk-in customers and distributor enquiries promptly, professionally and accurately.
• Provide guidance on required forms/documents and processing timelines.
• Ensure smooth queue management and a positive service experience at the counter.
• Make outbound calls to follow up on documents and provide status updates.
• Respond to emails related to counter-served requests with clarity and timeliness.
• Prepare written correspondence and ensure mail-outs meet timelines and audit needs.
• Manage assigned complaints cases and close within SLA.
• Process walk-in transactions with a right-first-time approach, verify forms and records.
• Escalate exceptions or potential fraud via appropriate channels.
• Support ad hoc duties such as peak period tasks and process improvement.

Skills

Front counter

Customer service

Distributors servicing

Communication

Complaint handling

Attention to detail

Job description

HSBC Life (Singapore) PTE. LTD. seeks a Senior Associate to service front counter customers and distributors, handle inquiries, and ensure accurate processing with a customer-first approach.

You will manage complaints, follow up on documents, and perform written communications, while maintaining strict adherence to timelines and SLAs to support a seamless banking and insurance experience.