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Policy Services Officer

2 weeks ago

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 and manage the team’s clearance plans 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 Major Alteration and Policy Revival team and ensure a timely and seamless experience provided to our Financial Consultants and customers.

**Job Description**:
Major Alteration and Policy Revival Team comprises:

- Addition/deletion of riders, Increase/Reduction of Sum Assured, Paid-up, Top-up, Non-Disclosure, Change in Life Assured.
- Reinstatement of traditional life, ILP and Term policies.

Manage day to day execution of customer’s change requests or escalations
- Plan and manage the team’s daily work distribution and ensuring team's clearance targets are achieved.
- Prepare daily management report on team clearance.
- 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, PRUinfo (agents’ knowledgebase) 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 operational 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 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
- Good knowledge on Life, ILP and term insurance plans.
- 4-6 years of experience in life, ILP and term insurance policy servicing.
- Knowledge in life policy services transactions involving:
1. Addition/deletion of riders

2. Increase/Reduction of Sum Assured

3. Paid-up

4. Top-up

5. Non-Disclosure

6. Change in Life Assured

7. Reinstatement of policy

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