PRUDENTIAL ASSURANCE COMPANY SINGAPORE (PTE) LIMITED

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Policy Services Officer - Shield (1 Year Contract)

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In this role, you will perform a series of end-to-end policy transaction requests across the Shield Policy Management Team. As part of this dynamic team, you will report to a Team Lead and ensure that all requests are addressed promptly to ensure timely and seamless customer experience.

Job Description:

Policy Services - Shield consists of:-

  • Client level changes - change in personal particulars and contact details
  • Policy level changes - change in plan type (upgrade/ downgrade), add or delete rider, premium payment mode and method, cancellation of policy, reinstatement, policy review
  • Pay-out – Payment and Journal approval
  • Enquiries & appeals – status of application, appeals relating to Shield applications.

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

  • Administer customer requests under the Shield function 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.
  • Other tasks assigned by Team lead.

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.
  • 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:

Experience

  • Knowledge on Shield plans will be 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.

Education

  • Diploma or Degree holder
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