Associate - Customer Service Centre

About the role

Great Eastern is looking for an Associate to join its frontline service team at the Service Centre (SG-GE Centre). You will handle walk-in policyholders' and Financial Representatives' queries about life and general insurance policies, and provide excellent customer service. The role may involve rotation between Service Centres and ad hoc support to Digital Comms and the Call Centre.

Key responsibilities

• Manage walk-in policyholders' and Financial Representatives' queries and requests on policy matters (life and general insurance) within the stipulated time.
• Follow up unresolved counter issues promptly within the stipulated time.
• Assess and manage appeals, feedback and minor complaints from policyholders, Financial Representatives and business partners, aiming for good closure within operational turnaround time.
• Take accountability for business and regulatory compliance risks, stay aware of industry trends and emerging threats, and share risk management best practices.
• Perform other ad hoc duties to keep touchpoints running smoothly, such as assisting Digital Comms and the Call Centre, and undertake projects or other responsibilities as assigned.

Required profile

• GCE 'A', Diploma or Degree from a recognised institution; fresh Diploma and Degree holders are welcome.
• Professional insurance certifications such as BCP, PGI, M5, M9, M9A and Health Insurance are advantageous.
• A team player with good writing, interpersonal and communication skills, comfortable working in a frontline environment.
• Meticulous and detail-oriented, able to work independently and in a team, and able to adapt to a fast-paced environment.

Required skills

• Proficiency in MS Office, including Excel and Word.