# Policy Services Officer - Minor Alteration

**Company**: Prudential
**Location**: Singapore
**Job type**: full-time
**Category**: Finance
**Industry**: Finance

**Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Singapore/Policy-Services-Officer---Minor-Alteration_26010021?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_827458c2-dba

## Description

Prudential’s purpose is to be partners for every life and protectors for every future.

In this role, you will be working on processing Policy Services requests from customers 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.

**Job Summary**

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 under the Minor Policy Alteration 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:**

**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 & Experience**

- Diploma or Degree holder

- Knowledge on Life, ILP and term insurance plans will be added advantage

## Skills

### Required
- MS Office
- problem solving
- communication skills
- interpersonal skills
- digital mindset

### Nice to have
- Life insurance
- ILP insurance
- term insurance

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Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Singapore/Policy-Services-Officer---Minor-Alteration_26010021?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)