Policy Services Officer - Minor Alteration (1 year contract)

Prudentials purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured for our people customers and partners. We provide a platform for our people to do their best work and make an impact to the business and we support our peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.

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 customers 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.

Work Experience

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

Education

• Diploma or Degree holder

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex race age ethnic origin educational social and cultural background marital status pregnancy and maternity religion or belief disability or part-time / fixed-term work or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.