About the role

Responsible in delivering high-quality customer service via email and telephone with occasional  F2F customer contact, handling complex queries with professionalism and accuracy. Internal processing of workflow tasks in support of customer policy requests. Collaborating with internal teams (in multiple jurisdictions) to resolve issues, and support process improvements, while maintaining service excellence in a fast-paced environment which puts the customer first.

Responsibilities

• Process client queries effectively and promptly using a CRM system, including but not limited to, 
• - process regular premium related enquiries – recurring, restart, arrears, increase and decrease
• - process fund switches and redirections
• - process ad hoc servicing items such as change of address etc
• - death claims and maturities
• Manage high-volume and high-priority email communications with accuracy and professionalism in line with training and procedures;
• Proficient in dealing with clients, both internal and external via telephone, email and in person;
• Carry out Anti Money Laundering checks and collect relevant documentation from customers;
• Assist the Team Leader supervisor in monitoring the workload throughout the day;
• Processing enquiries in line with service delivery times via the workflow allocation system and ensure relevant records are maintained; 
• Checking work performed by other team members; 
• Manage all items of work that has been allocated to you in a timely and accurate manner;
• Collaborate with internal stakeholders to resolve queries and escalations efficiently.
• Ensure you participate in all training sessions that the company offers;
• Perform additional responsibilities as required to support team operations and service excellence.

Role Requirements

• Strong attention to detail, and administrative accuracy;
• Strong written and verbal communication;
• AML/KYC knowledge;
• Resilient, analytical and self-motivated;
• Able to manage own workload;
• Demonstrate resilience from high email volumes and short deadlines;
• Willing to support initiatives and projects beyond core responsibilities;
• Fast learner with capable of identifying root causes and proposing solutions;
• Comfortable working in an office based environment; 
• Willingness to cross train and be flexible in approach to assisting other teams within customer service as and when required based on work volume;
• Team player - working consistently as part of a team;
• Ability to prioritise work and ensure deadlines are achieved;
• Service minded and solution oriented.

Location

Singapore

Closing Date

28th August 2026

Equal Opportunities Statement

Monument Group are an equal opportunities employer

Email:

[email protected]