Policy Services Officer

2 months ago


Singapur, Singapore Prudential plc Full time

Job Summary

In this role, you will be working on processing policy services requests from customers on a day-to-day basis. You will also work on projects relating to the area of work as well as driving feedback loop to identify process gaps and implementing improvements. You will report to a team lead within the policy services team and ensure a timely and seamless experience provided to our financial consultants and customers.

Key Responsibilities

  • Manage day-to-day execution of customer's change requests or escalations
  • Administer customer requests relating to change in policy coverage, top-up, add or delete rider in accordance to guidelines, service standards and quality
  • Assess escalations and make independent decisions in complaints resolution
  • Provide timely support and services to financial consultants and customers
  • Develop and maintain process standard operating procedures (SOP) and user guides
  • Approve payments within authority limits
  • Other tasks/projects assigned by team lead

Process Improvement

  • Understand and identify areas in which there are opportunities for better efficiency, effectiveness and customer centricity
  • Identify process gaps and train touch point staff in fielding high volume queries from customers to ensure first time resolution to minimize escalations
  • Drive discussions with internal stakeholders in aligning and implementing improvement initiatives
  • Work with technology team in drafting business requirements
  • Review and sign off UAT test plans and output
  • Monitor post implementation progress to ensure smooth transition

Requirements

  • Fresh graduate welcomed
  • Knowledge on life, ILP and term insurance plans will be an added advantage

Competencies & Personal Traits

  • Keen learner and able to work independently
  • Customer-oriented, with good interpersonal and communication skills
  • Meticulous, able to process requests with accuracy and meet service standards
  • Problem solving skills
  • Proficient in MS Office
  • Possesses a digital mindset. Able to appreciate and apply digital tools to processes for efficiency
  • Good analytical and information processing skills, capable of providing sound insights and recommendations under pressure

Education

  • Diploma or degree holder

Language

  • English


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