Associate, Customer Service

5 days ago

Singapore SINGLIFE FINANCIAL ADVISERS PTE. LTD. 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.

**Key Responsibilities**:

- Deliver timely and quality responses to customers’ queries and feedback received at various customer service touch points
- Manage customer surveys and call-backs with accuracy and in a timely manner
- Attend FIDReC mediation and adjudication
- Support delivery of projects and monthly statistics
- Any other duties assigned to meet the firm and department goals

**Key Decisions within the Role**:

- Able to assess and determine the next steps to facilitate the resolution of customers’ queries and feedback.

**Requirements**:
Experience
- Minimum 5 years in Customer Service experience within Financial Services Industry
- 2 years’ experience in managing escalated complaints from touch points
- Strong case resolution skills with the ability to understand customers’ needs and provide appropriate solutions
- Ability to identify triggers, customers’ pain points and areas of improvement for the business
- Knowledge in Financial Advisory sales process, insurance and investment products (preferred)
- Detail-oriented
- Effective time management and multi-tasking skills
- Problem-solving skills
- Excellent communication skills (proficient in English and Mandarin) with the ability to correspond with customers professionally
- Self-driven and able to work independently
- MS Excel (Intermediate)

Education
- Academic: Bachelor’s degree. Specialization in Banking and Finance (added advantage)
- Professional Certification(s): CMFAS Examinations (preferred)

**Key Stakeholders**

External
- Customers: Singlife Financial Advisers’ Customers and Prospects
- Others: Advisers, Customer Service team of Product Providers

Internal
- SFA Business Development, Risk & Compliance
- Singlife back-office teams
- Propel Operations and Finance teams

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