Total 5 technical analyst job vacancies in Customer Service category in Singapore

In this role, you will uphold the responsibilities in Complaint Management and deliver Fair Dealing Outcome in resolving customers’ complaints in an independent, effective and prompt manner. You will also develop and implement customer centric strategies and framework to deliver consistent high standard and quality service to our customers and business partners.

Responsiblities:

• Handle end-to-end process of complaints escalated by both internal and external parties with adherence to service delivery standards.
• Able to conduct and conclude investigation with the relevant departments and communicate investigation findings and outcome to complainants
• Effectively manage interactions with demanding or difficult complainants.
• Handle face-to-face meetings, phone calls, and written communications regarding complaints
• Collaborate effectively with colleagues from other departments who support the investigation and service recovery processes.
• Identify key issues in the complaints received and provide feedback to the concerned departments and/or management for review and improvement.
• Represent the Company in managing the full process of customer disputes through mediation and adjudication at the Financial Industry Disputes Resolution Centre Ltd (FIDReC) and other external escalation channels.
• Submit complaints management related reports on a timely basis
• Support and attend to policy renewal and billing related enquiries from intermediaries and corporate clients. .
• Suggest and provide process improvement in alignment with organization’s Technology, Digital and Analytic (TDA) direction.
• Manage internal and external audits on complaints data and implement proposed improvements if any.
• To undertake ad-hoc tasks and projects assigned by Head, Customer Experience

Minimum Job Requirements:

• Bachelor’s degree holder
• Minimum of 5 years of experience in Customer and Complaint Management, preferably with knowledge in insurance and employee benefits (Group Insurance)
• Exceptional follow-up skills, prioritization, multitasking, organized and time management capabilities
• Ability to thrive in a fast-paced environment and meet tight deadlines
• Result-oriented personality
• Strong interpersonal and communication skills
• Proven ability to work effectively as part of a team

Bridge the gap between data and customer engagement by integrating insights from all touchpoint’s interactions. Develop strategies and recommendations through insightful data analytics for improvement of process and for better projection to drive business performance.

Responsibilities:

• Analysis of servicing touchpoints interactions and service requests from various source systems to identify trends, patterns, meaningful insights and findings that would help improve performance.
• Use of data analysis to accurately forecast volume and identify resource requirement, optimizing workforce management strategies.
• Employ data storytelling to weave business performance narratives and work with key business owners to identify opportunities or close gaps
• Validate the data points in the data warehouse in ensuring data integrity.
• Develop, automate and streamline management reporting to monitor key business metrics
• Handle ad hoc requests, discern trends and business needs, and recommend sustainable solutions.
• Provide guidance to junior staff.

Requirements:

• University Degree with at least 8 years of experience in FI or insurance industry, managing inhouse / outsourced contact centre is preferred.
• Determined, resourceful and results oriented individual with proven track record in driving and achieving results.
• Strong Excel and Powerpoint skills having the ability to communicate strong business story-telling skills
• Analytical skills; Able to collect, organize, analyse, and interpret large datasets.
• Interpersonal skills: Energetic and enthusiastic, able to engage and collaborate with all stakeholders / employees in the company.
• Enjoys working in a dynamic and fast paced environment.

In this role, you will uphold the responsibilities in Complaint Management and deliver Fair Dealing Outcome in resolving customers’ complaints in an independent, effective and prompt manner. You will also develop and implement customer centric strategies and framework to deliver consistent high standard and quality service to our customers and business partners.

What you will do:

• Handle end-to-end process of complaints escalated by internal and external parties within the service delivery standards.
• Able to conduct and conclude investigation with the relevant departments and communicate investigation findings and outcome to complainant
• Able to manage demanding/difficult complainants
• Handle face-to-face meetings, telephone contacts and written communications with complaints
• Effective liaison with colleagues from other departments that support investigation and service recovery process
• Identify critical issues of the complaints received and provide feedback to the department concerned and/or management for review and improvement
• Support in representing the Company to handle end-to-end process of customers’ dispute through mediation and adjudication at Financial Industry Disputes Resolution Centre Ltd (FIDReC)
• Submit complaints management related reports on a timely basis
• Attend to enquiries/feedback received at the various customer service touch points.
• Provide and suggest process improvement in alignment to organization Technology, Digital and Analytic (TDA) direction.
• Handle internal and external audits on complaints data and work on proposed improvement if any.
• To undertake ad-hoc tasks and projects assigned by Head, Customer Experience

What you will need:

• Degree holder, with a minimum of 5 years Customer Management preferably with insurance/employee benefits knowledge.
• Possess excellent capabilities in following up, prioritization and multitasking
• Able to work in fast-paced environment and work within tight timelines
• Result oriented personality is essential
• Good interpersonal and communication skills
• Good teammate

In this role, you will support all operational, issues and enhancement matters for CRM (Customer Relationship Management) system, Department digital initiatives and projects. You will also ensure the activities are conducted in accordance with the Company rules and regulations.

What you will do:

• Work closely with different parties including IT, business user, Project Managers on CRM enhancements and dept digital initiatives
• Engage users in CRM SG enhancement requirements, review functional specification to ensure design and business requirements are met.
• Participate in User Acceptance Testing and pilot testing for successful roll out.
• Follow up with defects management status within the stipulated time frame.
• Assessment and analysis of CRM issues received across all touch points
• Identify areas to enhance user experience and smooth out user experience with customer feedback and issues reported
• 2nd level escalation and Ad-hoc call back on reported issues
• Update, disseminate, FAQ, error messages, recovery action
• Develop, maintain and update user guides and FAQs
• Support change management (create training materials, SOPs and conduct training for new launches and enhancements)
• Responsible for communications to ensure timely delivery of information to the targeted audience

What you will need:

• University Degree
• At least 5 years of experience in FI or insurance industry is preferred
• Resourceful and results oriented individual with proven track record in driving and achieving results
• Strong interpersonal skills, energetic and enthusiastic individual
• Ability to engage and collaborate with different functions within the company
• Good communication skills required in particular creative, strong writing skills and excellent presenter
• Enjoys working in a dynamic and fast paced environment

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

- Support Head, Customer Service in driving digital transformation and self-help tools at service touch points in Singapore and OSS Contact Centre with - Compliance and Operational Risk in mind.

- Responsible for designing “as if” and “to be” in customer experience journey on transformation tools.

- Collaborate with internal/external stakeholders and spearhead in implementing digitalization and self-help capabilities to achieve Corporate Solutions’ goals and vision in Joyous CX.

- Drive e-portals utilization rate, focus on accuracy and quality of contents and increase customer satisfaction ratings.

- Develop and implement customer centric strategies and framework to deliver consistent high standard and quality service to our customers and business partners.

- Support investigation of complainants escalated to Customer Service section and communicate investigation findings/outcome to complainant/business partners within the required turnaround time.

- Attend to enquiries/feedback received at the various customer service touch points.

-Use of data to identify and recommend any process/operational enhancements or new service propositions to improve customer service and experience.

- Support Section Head in implementing and maintaining a centralized knowledge library as source for future omnichannel servicing portal.

- Performs other responsibilities and duties periodically assigned by Section Head in order to meet operational and/or other requirements.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.