Customer Experience Executive

Skybranch Contact is the outbound engagement function of the Skybranch channel. The team reaches out to a defined pool of prospects and existing customers, builds brand affinity and trust, and connects each individual with the most appropriate next step. The Customer Experience Executive is the core front-line role that makes this happen - a role suited to someone who enjoys meaningful customer conversations and takes pride in representing a brand with care.

Key Responsibilities:

• Outbound Customer Engagement: Conduct personalised outreach to prospects and existing customers via approved communication channels, using approaches and scripts defined by the Team Lead. Maintain a professional, brand-consistent tone in every interaction.
• Engagement Journey Execution: Guide customers through the engagement process from first contact to a defined outcome, following established protocols to route each individual appropriately - whether to a financial representative, a direct sales channel, a future re-engagement, or Customer Service.
• Agent Matching Support: Support the process of matching customers to available financial representatives, including posting agent handoff and/or transfer requests through the appropriate channels, monitoring response timelines, and escalating unclaimed requests to the Team Lead.
• Sales Referral Compliance: Administer referrals to the Sales team accurately and promptly, including delivering required disclosures and obtaining documented consent from customers before progression.
• Customer Service Transfers: Identify customers with servicing or claims needs and redirect them to the appropriate Customer Service channel promptly and professionally, logging all transfers.
• Documentation & Record-Keeping: Complete all required post-engagement records on the same business day using the designated system.
• Compliance Adherence: Verify that each customer has been cleared through the required pre-contact compliance checks before initiating any outreach. Do not contact any customer who has not been cleared.
• AI Training Contribution: Conduct all engagements consistently and in the Great Eastern Skybranch brand voice, supporting the training of the Agentic AI system during the channel's early operating phase.
• Possess minimum 1 year of experience in customer service, telesales, or a client-facing role.
• Display strong interpersonal skills and a genuine customer-first mindset.
• Have the ability to follow structured processes and scripts while maintaining a natural, personable tone.
• Are comfortable using digital communication tools (messaging platforms, telephony) and basic CRM systems.
• Have strong written and verbal communication in English; additional languages are an advantage.
• Prior experience in insurance or financial services is preferred but not required.

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels - a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels - a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.