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Operations Support Officer
2 weeks ago
We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners.
We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions.
We pledge to make Prudential a place where you can Connect, Grow and Succeed.
In this role, you will process policy premium collection from all channels and support other premium collection related matters such as system enhancements, process automation.
As part of this dynamic role, you will report to the Operations Support Team Leads, and work closely with internal and external stakeholders to complete end to end transaction requests in compliance to the company guidelines, risk and service standards.
Job Description:
- Handle end to end premium collection transactions, including premium reconciliation within the service level standard and guidelines
- Manage feedbacks, appeals and escalated complaints from Financial Consultant and/or Policyholders, and provide resolution
- Analyse and interpret collected data for management reporting
- Manage customer relationship through effective follow up and provide appropriate resolutions
- Perform document management duties
- Provide support for projects and system enhancements, including user requirements study and UAT testing
- Play a key role in preparing and providing training to stakeholders
- Support Team Lead in annual SOP review and update
Who we are looking for:
Competencies & Personal Traits
- Excellent communication, interpersonal and analytical skills
- Meticulous
- Highly motivated, results & customer serviceoriented team player who is keen to learn and able to collaborate with peers and stakeholders
- Ability to take initiative to improve current state of things and adaptable to embrace new changes
- A good listener who is able to understand the needs of the customers
- Proficient in MS Word, Powerpoint and Excel
- 1.5 to 2 years of working experience in the insurance industry is preferred
- Diploma/Degree in Finance or Business Administration
- Articulate and proficient in written and spoken English
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