Job Purpose
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 claim matters and effectively promote good customer service experience.
The Job
- 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. To be able to hold and manage the conversations well, to engage and explain the basis of claim decisions
- Assess and manage appeals, feedbacks 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
- Guide junior staff members
- Other projects or ad-hoc assignments/ tasks delegated by the Unit Head
- Take accountability in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks
- Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company
- Highlight any potential concerns/ risks and proactively share best risk management practices
Our Requirements
- Degree holder, 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 (with at least 1
- year as people manager)
- 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
- Professional in any work aspect
- High level of integrity, take accountability of work and good attitude over teamwork
- Take initiative to improve current state of things and adaptable to embrace new changes
About Great Eastern
Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei.
The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia.
Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.
To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.
