Role Summary
This role is responsible for managing escalated feedback and complaints from a diverse range of stakeholders, including policyholders, agency members, regulators, partners, and social media channels.
The incumbent will independently review cases and recommend fair, balanced, and compliant resolutions, ensuring alignment with compensation guidelines while safeguarding both customer and company interests.
In addition, the role supports the Lead for Customer Resolution by identifying process gaps, analysing complaint trends, and translating insights into actionable improvements. Close collaboration with internal and external stakeholders is key to ensuring timely and effective resolution outcomes.
Key Responsibilities
- Manage and resolve complaints from multiple channels within the required turnaround time
- Analyse investigation findings and provide independent recommendations for resolution
- Coordinate service recovery actions with customers and internal departments
- Identify process gaps and improvement opportunities, and drive enhancements across teams
- Recommend preventive measures to minimise recurrence of complaints
- Handle complex and high-level disputes, including cases involving external parties, mediation, and adjudication sessions (e.g. FIDReC)
- Prepare complaints statistics, trend analysis, and management reports(monthly/quarterly/ad-hoc)
- Support and manage projects led by Section Heads
- Be open to role rotation within Customer Management for development and growth
- Strong written and verbal communication skills
- Positive attitude with strong learning agility, patience, and resilience
- Excellent problem-solving skills with a customer-centric mindset
- Highly meticulous and detail-oriented
- Insurance knowledge is an advantage
- Relevant certifications (e.g. M5, M9, HI, M9A) preferred
- Proficient in MS365 tools, including Power BI and Power Automate
- Familiarity with LifeAsia and CRM systems is advantageous
- Minimum 2 years of experience in complaint management or customer service
- Degree in Business Administration, Management, or equivalent
- Proficient in written and spoken English
How to Apply: Interested applicants, please click on the “Apply Now” to submit your updated resume.
Please note: Due to the anticipated high volume of applications, only shortlisted candidates will be contacted. All information provided will be treated with strict confidentiality and used solely for recruitment purposes.
Cheah Wei Ee
Team Lead - Contracting
EA Personnel No: R23114782
Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248