Policy Services Officer – Maturity

2 weeks ago

Singapore Prudential Plc Full time $40,000 - $60,000 per year

Job Description:

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
  • Enquiries & appeals – status of application, appeals relating to policy services applications

Manage day to day execution of customer's change requests or escalations

  • 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.

Who we are looking for:

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.

Experience

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

Education

  • Diploma or Degree holder

Language

  • English

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