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.
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.
Role Attributes
Has strong technical knowledge and experience in Web Communication operations, including handling customer and intermediary enquiries, Salesforce case handling, applying product and process knowledge, and performing work within established SOPs and service standards
Key Responsibilities
- Handle customer and intermediary interactions via emails, letters and outbound calls, where applicable, in line with Singlife's service standards and tone of voice.
- Perform assigned work under close supervision, with some autonomy in managing routine enquiries and processing straightforward requests within approved guidelines.
- Apply existing SOPs, product knowledge and approved response templates to resolve routine issues and support first contact resolution.
- Adapt existing knowledge to support ad hoc, non-complex enquiries, and escalate complex or exceptional cases to the Team Lead or relevant teams.
- Ensure accurate case documentation in Salesforce and timely follow-up to support audit trail, service quality and SLA adherence.
Key Decisions within the role
- Resolve routine enquiries and straightforward service requests using existing SOPs, approved templates and established solutions.
- Decide when to adapt existing guidance for ad hoc, non-complex cases while ensuring risks remain within approved limits.
- Identify cases requiring clarification, approval or escalation, and raise concerns to line management in a timely manner.
- Operate within financial authorisation limits as per the Delegation of Authority approved by the Board.
Requirements
Experience
- Relevant experience in Customer Service, correspondence handling or insurance operations.
- Basic awareness of life, investment-linked and health insurance products, processes and customer service standards.
- Good command of English, both oral and written.
- Good customer service, problem-solving and time management skills.
- Ability to solve routine issues using existing solutions and adapt knowledge to manage ad hoc, non-complex situations.
- Proficient in computer skills.
Education
- Academic: Degree / Diploma.
- Certificate on HI, M5, M8 or M9 will be advantageous.
Key Stakeholders
External
- Customers: communicating and interacting with client / advisers.
Internal
- Key relationships within Singlife where collaboration is required (excluding manager and direct reports).
- Collaboration with similar levels.
