Singapore Job Openings

Singapore Life Ltd.

Executive, Web Comms

Singapore

FULL TIME

November 29, 2024

Singapore, Singapore, Singapore

Department

Email Management Team 2

Job posted on

Nov 29, 2024

Employment type

Permanent - Full Time

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 every stage of their lives.

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

Singlife is the exclusive insurance provider for the Ministry of Defence, Ministry of Home Affairs and Public Officers Group Insurance Scheme. Singlife is also an official signatory of the United Nations Principles for Sustainable Insurance and the United Nations-supported Principles for Responsible Investment, affirming its commitment to finding a better way to sustainability.

The merger of Aviva Singapore and Singlife was announced in September 2020 and created one of the largest homegrown financial services companies in Singapore in a deal valued at S$3.2 billion. It was the largest insurance deal in Singapore at the time. Singlife was subsequently acquired by Sumitomo Life in March 2024, one of Japan’s leading life insurers, which valued Singlife at S$4.6 billion, making the transaction one of the largest insurance deals in Southeast Asia.

This role is responsible for assisting the Claims Manager in all GI claims operations which includes managing and reviewing reserves, risk frameworks, customer experience, cost management and audit across different lines of GI products. Emphasis is on resolving the most technically complex issues/activities within in the claims operation and providing day to day management of claims partners. The role also involves support, coaching and liaison to GI operations.

The role holder is also required to participate in claim projects and in key internal activities such as monthly claim file reviews and audit.

For all lines of GI business to assist the Claims Manager in areas including; technical processes, policies, standards, customer experience, expense framework, FNOL, settlement, subrogation, third party management and vendors
Make the best use of finite technical resources to achieve the optimum balance between service & claims costs whilst maintaining technical excellence.
Implement and manage with our claims partner defined processes and delivery performance levels against pre-determined benchmarks for costs, recovery performance, complaint levels, compliance, and leakage.
In conjunction with our claims partners to continually improve the customer claims experience to ensure Singlife provides outstanding customer service through speedy claims settlement
Audit, control, and performance manage third party vendors to ensure that process and customer experience standards are met.

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 come up with mitigating solutions as part of customer handling.
Providing responses to customer via letters and outbound calls, where applicable.

Key Responsibilities

Handling all customer and intermediary interactions via emails and letters in alignment with the desired service standards signatory of Singlife - good impressions by the company’s ambassadors attract and retain customers and intermediaries.

Requirements

Experience

At least 1 year of experience in Customer Service.
Good command of English, both oral and written.
Good customer service skills.
Good problem-solving skills.
Good time management skills.
Proficient in computer skills.

Education

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

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