Customer Outreach Officer (General Insurance Telesales)

About Us

ECICS LIMITED' is a leading provider of general insurance solutions in Singapore. With a strong focus on customer service and innovation, we strive to offer our clients tailored insurance products and exceptional support. As a dynamic and forward-thinking organisation, we are committed to the continuous development of our employees and the growth of our business.

As a Customer Outreach Officer (General Insurance) at ECICS LIMITED', you will play a vital role in providing exceptional customer service to our clients. This full-time position is based in the Paya Lebar East Region, where you will be responsible for efficiently handling enquiries, resolving customer issues, and promoting our general insurance products.

Roles & Responsibilities:

• Conduct proactive outbound telesales activities to acquire new and renewal customers for our general insurance products.
• Value-add and create sales urgency to customers for our General Insurance products - Primarily retail motor, commercial motor, maid insurance and other smaller lines of retail products.
• Respond to customer queries professionally and facilitate resolution of problems while anticipating customers' needs in phone, email and chat.
• Conduct verification checks on all existing customers as per company SOP and regulatory requirements.
• Ensure service quality and professional service conduct including intermediaries support.
• Ensure accuracy, customer information and complete documents are submitted.
• Coordinate with other departments as and when required to onboard cases in a timely manner.
• Compliance with established company policy procedures and guidelines.
• Assist immediate supervisor to prepare any reports and ad-hoc initiatives to improve sales and service strategies.

Qualifications & Requirements:

Basic Qualifications

• GCE O-Level / Diploma or equivalent

• Minimum two (2) years of telesales experience

Licensing & Certifications

• General Insurance certifications in BCP, PGI, and ComGI are preferred

• Candidates without the certifications may be considered but must obtain them within two (2) months of employment

Technical & Systems Proficiency

• Proficient in MS Office

• Familiarity with policy administration system and typical manual referral workflows from UW/Claims history to Quotation is an advantage.

• Experience working in a call centre environment and using telephony systems.

Core Competencies

• Familiarity with General Insurance personal lines products, particularly Motor Insurance

• Strong sales, negotiation, and customer service skills

• Ability to draft professional email responses and communicate effectively with customers and stakeholders

• Good interpersonal skills, pleasant telephone manner, meticulous in documentation and work fulfilment

• Fluent in spoken and written English proficiency in an additional local language is an advantage