Senior Associate

HSBC
Singapore
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Customer service","Communication","De-escalation","Attention to detail","Organizational skills"]

Support front-counter and distributor-servicing requests for insurance customers, handling walk-ins, outbound follow-ups, and email communications with accurate, timely guidance. Manage queue experience, written correspondence, and mail-outs within agreed timelines. Take ownership of assigned complaints cases, investigating issues with relevant partners and closing within SLA while documenting outcomes. Ensure right-first-time processing of walk-in transactions with appropriate checks, and escalate exceptions or suspicious activity as needed.

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FursaFursa
HSBC
HSBC
1 day ago

Senior Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Support front-counter and distributor-servicing requests for insurance customers, handling walk-ins, outbound follow-ups, and email communications with accurate, timely guidance. Manage queue experience, written correspondence, and mail-outs within agreed timelines. Take ownership of assigned complaints cases, investigating issues with relevant partners and closing within SLA while documenting outcomes. Ensure right-first-time processing of walk-in transactions with appropriate checks, and escalate exceptions or suspicious activity as needed.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Handle walk-in customers and distributor enquiries promptly, accurately, and professionally.
  • •Manage queue experience and provide guidance on required forms/documents while meeting processing timelines.
  • •Perform outbound calls and handle email responses to follow up on outstanding documents and provide status updates.
  • •Prepare written correspondence/letters and ensure mail-outs are completed on time and properly recorded.
  • •Process walk-in transactions with right-first-time accuracy; manage assigned complaints cases and escalate exceptions/fraud concerns as needed.

Key Requirements

  • •Experience in insurance customer service/insurance servicing, ideally in a front-counter or customer-facing role.
  • •Experience handling distributor/agent servicing requests is an advantage.
  • •Strong customer service mindset with courteous, patient, solutions-focused support.
  • •Confident face-to-face and clear written communication for emails and formal letters.
  • •Strong attention to detail and accuracy, organized prioritization, and calm resilience when handling complaints or difficult situations.
Experience:InsuranceCustomer service
Skills:Customer serviceCommunicationDe-escalationAttention to detailOrganizational skills

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn