Policy Services Officer - Valuation

We are seeking a Policy Services Officer - Valuation to join our team on a 1-year contract.

As a Policy Services Officer - Valuation, you will be responsible for processing Policy Services requests from customers on a day-to-day basis, working on projects related to the area of work, and driving feedback loops to identify process gaps and implement improvements.

Key Responsibilities:

• Manage day-to-day execution of customer's change requests or escalations
• Administer customer requests in accordance with guidelines, service standards, and quality
• Assess escalations and make independent decisions 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 implement process improvements
• Understand and identify areas for better efficiency, effectiveness, and customer-centricity
• Identify process gaps and train touchpoint staff in fielding high-volume queries from customers
• Drive discussions with internal stakeholders to align and implement improvement initiatives
• Work with the technology team in drafting business requirements
• Review and sign off UAT test plans and output
• Monitor post-implementation progress to ensure smooth transition

Requirements:

• 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

• Knowledge of Life, ILP, and term insurance plans will be an added advantage
• Diploma or Degree holder