Associate - Digital Communication (Claims)

1 week ago

Central Region, Singapore The Great Eastern Life Assurance Company Limited Full time $40,000 - $60,000 per year

You will be supporting the Claim Team (Shield, Life, Critical Illness, Disability, Personal Accident, General Insurance) to resolve policyholders' and distribution representatives' issues relating to claims matters and effectively promote good customer service experience.

  • Ensure claim enquiries and requests received through emails are responded within the expected turnaround time
  • Where required, ensure calls to policyholders and distribution representatives relating to claim decisions are promptly rendered
  • Assist in call out to distribution representatives and/ or policyholders, to provide basis of decision, for concluded claims where policy has to be voided due to material non-disclosure.
  • Assess and manage appeals, feedback and general complaints received from emails. Escalate higher level complaints to Managers and his/ her immediate supervisors
  • Resolve any escalated cases assigned by Unit Head
  • Recommend new methods to improve operational effectiveness and customer experience
  • Provide guidance to junior staff members where required

  • Other projects or ad-hoc assignments/ tasks delegated by the Unit Head

  • Diploma Holder with at least 2 years' experience in Insurance Industry, candidates with Professional Certification in Insurance (i.e. M9, M5, CHI, BCP, PGI) will be an added advantage

  • 1 year of relevant working experience in complaint handling will be advantageous
  • Experience in insurance industry with claim knowledge would be advantageous
  • Strong communication (both oral and written) and interpersonal skills
  • Good listening skills
  • Good stress management skill
  • Able to work as a team
  • Meticulous and quality service oriented

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