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Policy Services Officer

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Singapore PRUDENTIAL ASSURANCE COMPANY SINGAPORE (PTE) LIMITED 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 Manager within Policy Services team and ensure a timely and seamless experience provided to our Financial Consultants and customers.

Policy Services consists of:

- **Client level changes**:

- change in personal particulars and contact details, update FATCA/CRS, returned mails
- **Policy level changes**:

- change in policy coverage, premium payment mode and method, plan type, free look cancellation, cancellation of policy, fund switch, premium redirection, top-up, reinstatement, add or delete rider, policy assignment, policy review, bankruptcy update, HPS exemption
- **Beneficiary changes - **Nomination of beneficiary and Trust
- **Pay-out **- Annuity/ Maturity/ Surrender/ Withdrawal/ Cashback pay-out, Survivorship check and CPFIS Profit & Loss
- **Statements Management - **Fund statements, Anniversary statements, bonus statements, Post Sales Quotations, Cashback and Loans
- Administer customer requests in accordance to guidelines, service standards and quality.
- Assess escalations and make independent decision 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 limit.

**Drive feedback loop to identify process gaps/opportunities and implementing process improvements**
- 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 customer 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 the business requirements.
- Review and sign off UAT test plans and output.
- Monitor post implementation progress to ensure smooth transition.

**Handle projects related to day to day functions**
- Represent Ops management in product development, business support and initiative.
- Attend project discussions with stakeholders.
- Work on the business requirements, UAT test plans and UAT output review and sign off.
- Management reporting on the progress of project.
- Monitor post implementation progress to ensure smooth roll out.

**Who we are looking for**:
**Experience**
- Knowledge on Life, ILP and term insurance plans.
- 4-6 years of experience in life, ILP and term insurance policy servicing.
- Knowledge across multiple Policy Services functions preferred.

**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

**Education**
- Degree holder

**Language**
- English