Senior Executive, Web Comms

Role Summary

• Customer Correspondence / Web Communication

This is a customer service correspondence role within the insurance firm, mainly responsible for handling customer and intermediary/ adviser enquiries via email, with some letters and outbound calls.

The person will manage cases through Salesforce, resolve both routine and some non-routine enquiries, process customer requests, followup on outstanding cases and ensure service standards/ SLAs are met.

Compared with the more junior correspondence role, this position requires more independence and judgement and may also involve guiding junior team members.

Key Responsibilities

• Handle customer and adviser/ intermediary enquiries, primarily via email.
• Manage and document cases in Salesforce.
• Respond through emails, letters and outbound calls where required.
• Resolve routine and non-routine customer issues using SOPs, templates and product/ process knowledge.
• Handle service recovery and follow up on outstanding cases.
• Identify exceptions, risks or sensitive complaints and escalate when necessary.
• Ensure accurate documentation, audit trail and SLA/service quality.
• Provide guidance or process knowledge to junior team members where required.

Key Requirements

Experience

• Relevant experience in Customer Service, Customer Correspondence or Insurance Operations.
• Preferably experience handling customer/adviser emails and service requests.
• Basic knowledge of Life, Health and Investment-Linked insurance products.
• Insurance industry experience would be highly relevant.

Skills

• Strong written and spoken Languages – especially important due to the email-heavy nature of the role.
• Good customer service and problem-solving skills.
• Able to handle routine and non-routine cases with some independence.
• Able to identify when a case needs escalation.
• Good time management and ability to meet SLAs.
• Comfortable using computer systems; Salesforce experience is advantageous.
• Able to guide or assist junior team members.

Education / Certification

• Diploma or Degree
• HI, M5, M8 or M9 certification is advantageous but not mandatory
• Insurance experience, especially life, health or investment-linked products, is advantageous
• Salesforce experience is a plus

Interest applicants, pls email updated resume to [email protected]

Jessie Hoe Huey Miin

CEI Reg No. R1103861

EA Lic: 99C4599