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Manager - Customer Advocate

Great Eastern Life Assurance Co Ltd
Singapore, Singapore
Closing date
Aug 3, 2024

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Job Purpose
Customer Advocate Unit handles high profile and unresolved complaints. You are responsible to manage complaint handling with skill, accuracy and competency and ensure complaints are handled
in an independent, effective and prompt manner to meet MAS Fair Dealing Outcome 5 and in accordance with the Group Complaint Handling Policy.

The Job
  • Attend to high profile complaints from social media, management, regulatory and mediation bodies
  • Attend to unresolved complaints escalated from Business Units (BUs)
  • Attend to complaints from FIDReC, represent Company for mediation/ adjudication/ Grounds of Decision
  • Play a cross-functional role and work collaboratively with all internal stakeholders to coordinate efforts to engage and manage complainants, investigate case thoroughly and professionally to ensure fair proper resolution and closure on complaint cases
  • Manage and assess more complex and non-straightforward complaints. Come up with root cause analysis, recommendations and highlight corrective and preventive actions as feedback mechanism to relevant departments
  • Be a strong customer advocate by providing a voice of the customer to the business to ensure the root cause of customer issues are being resolved
  • Proper logging of cases and uploading of documents into FACTs system
  • Ensure all complaints are handled in an independent, effective and prompt manner
  • Involve in interviewing of new staff
  • Train, guide and engage new staff actively. Provide coaching and mentoring
  • Assist with ad-hoc initiatives/ projects as delegated by Lead/ HOD/ MD
  • 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
  • More than 3 years of relevant working experience in complaint handling
  • Experience in insurance industry with claim knowledge would be advantageous
  • Able to assess complex cases and review related information to come up with recommendations accordingly
  • Excellent communication (both oral and written) and interpersonal skills
  • Service Orientation - actively looking for ways to help people
  • Good active listening skills
  • Meticulous and accuracy in work are important
  • 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
Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviours associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.
We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviours, as these are the key traits that we expect from our employees as they develop their careers with us.
We embrace inclusivity, giving all employees an equal opportunity to shine and play their role in exploring possibilities to deliver innovative insurance solutions.
Since 2018, Great Eastern has been a signatory to the United Nations (UN) Principles of Sustainable Insurance. Our sustainability approach around environmental, social, and governance (ESG) considerations play a key role in every business decision we make. We are committed to being a sustainability-driven company to achieve a low-carbon economy by managing the environmental footprint of our operations and incorporating ESG considerations in our investment portfolios; improving people's lives by actively helping customers live healthier, better and longer; and drive responsible business practices through material ESG risk management.

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.

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