Self-Employed Collections Executive

Roles & Responsibilities

What the role is

At #TeamCPF, you're not just joining a team; you are embracing a culture of excellence, collaboration, and meaningful impact. You will play a pivotal role in empowering over 4 million members to secure their retirement, healthcare, housing needs and better navigate life's uncertainties.

We thrive on sharp minds and insightful decisions. Your ability to analyse and think critically isn't just valued; it's essential. Every choice you make contributes to our collective success.

Collaboration is our way of life. We believe in the power of effective partnerships and seamless communications across teams. Together, we amplify each other's strengths and achieve remarkable results.

Our learning never stops. We encourage your inquisitiveness and courage to embrace new challenges head-on. Your agility, readiness to challenge conventions, embrace of data-driven strategies, dedication to learning and applying new skills fuels our innovation and progress.

At the core of everything we do lies a genuine desire to make a difference. We serve our community and support each other with compassion, empathy, and unwavering dedications. Every action we take is guided by a deep sense of purpose and a commitment to those we serve.

Join us at #TeamCPF Together, let's redefine possibilities and leave a legacy that echoes for generations.

What you will be working on

The Self-Employed Collections Department manages the collection of MediSave contributions from self-employed persons (SEPs), collection of platform worker (PW) CPF contributions and PW CPF Transition Support scheme.

In this role, you will:

• Participate in system projects relating to the self-employed scheme (SES) e.g. draft testing scenarios and conduct user testing
• Draft replies to frequently asked questions relating to the SES
• Handle enquiries and appeals from SEPs who are concurrently working as PWs i.e. (PW-SEPs)
• Assess disputes from PW-SEPs on their SEP net trade income and MediSave payable under the SES and draft replies accurately on the outcome of disputes
• Manage multiple concurrent assignments efficiently and prioritise tasks based on urgency and importance
• Ensure service standards are maintained, particularly during periods of increased enquiry influx
• Work collaboratively with supervisors and other stakeholders in clearing correspondence cases
• Support the management by providing data and profiles of PW-SEPs for escalated case management
• Assist in reviewing and improving scheme operational procedures to ensure they are up-to-date and streamlined
• Participate in discussions with various stakeholders across teams and groups, to understand requirements and establish processes effectively
• Provide administrative support and phone duties to handle calls from frontliners

What are we looking for

We value the diverse talents and experiences that each individual brings to the table. While mastery of every requirement may not be necessary, familiarity and expertise in some of the following areas will position you for success within this team.

• Relevant experience in case management, customer service, or a related field.
• Ability to solve problems and manage conflicts effectively
• Agile and resolve any issues with a customer-first business mentality.
• Ability to provide support, answer queries, and resolve issues in an efficient manner.
• Possess a proactive mindset in identifying opportunities for process improvement and implementing customer-centric solutions.
• Ability to work well in a team environment and contribute to achieving collective goals.

The seniority of appointment and actual corporate job title will be commensurate with individual work experiences.

Position is on a 1-year full-time contract directly under the payroll of CPF Board with an option to renew, contingent upon confirmation and subject to organisational needs.Additionally, there is potential for emplacement into a permanent position.

What you can expect

Being part of #TeamCPF means embarking on a challenging and rewarding career in a progressive workplace that values productivity and growth. Here's what awaits you:

• Opportunities to engage in a mix of formal and informal training, keeping your skills sharp in our ever-evolving technological landscape.
• Promotion opportunities based on your capability and on-the-job performance.
• A vibrant community of like-minded and friendly colleagues, where collaboration and creativity thrive.
• A hybrid work model that offers flexibility for remote work, subject to exigencies of service.
• Flexible dress code that empowers you to choose your appropriate outfit for the day.
• A comprehensive rewards package that includes annual leave, pro-family leave, medical and dental benefits, and access to recreational activities.

Tell employers what skills you have
Customer operations
Process Improvement
Healthcare
Public Sector
Relationship Management
Administration
Payroll
Administrative Support
User Acceptance Testing
Customer Service
Retirement
Social Security
Service Delivery
Lean Six Sigma

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