Policy Services Officer - Minor Alteration

About the role

Prudential is hiring a Policy Services Officer to handle minor alteration requests from customers on a day-to-day basis. The officer also works on related projects, drives a feedback loop to find process gaps and implement improvements, and reports to a Team Manager within the Policy Services team. The goal is a timely and seamless experience for Financial Consultants and customers.

Key responsibilities

• Process client-level changes such as personal particulars, contact details, FATCA/CRS updates and returned mail.
• Handle policy-level changes such as coverage, premium payment mode, plan type, free look cancellation, cancellations, fund switches, premium redirection, top-ups, reinstatement, riders, policy assignments, reviews, bankruptcy updates and HPS exemptions.
• Manage beneficiary nominations and trusts, and annuity/maturity/surrender/withdrawal/cashback payouts including survivorship checks and CPFIS profit and loss statements.
• Manage fund statements, anniversary statements, bonus statements, post-sales quotations, cashback and loans.
• Handle enquiries and appeals about application status and policy service applications.
• Execute customer change requests and escalations, administer requests under the Minor Policy Alteration function according to guidelines and service standards, and resolve complaints independently.
• Support Financial Consultants and customers, and develop and maintain SOPs and user guides.
• Approve payments within authority limits and complete other tasks assigned by the Team Lead.
• Identify process gaps, train field staff to resolve high-volume queries at first contact, and work with the technology team on business requirements, UAT sign-off and post-implementation monitoring.

Required profile

• Diploma or degree holder.
• Keen learner able to work independently, customer-oriented with good communication skills, meticulous and accurate.
• Problem-solving skills and a digital mindset, applying digital tools to improve efficiency.
• Knowledge of life, ILP and term insurance plans is an added advantage.

Required skills

• Proficiency in MS Office.