Policy Services Officer - Shield (1 Year Contract)

Prudential’s 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 people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

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

 

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.