Policy Services Officer - Valuation (1 Year Contract)

About the role

Prudential is hiring a Policy Services Officer (Valuation) on a 1-year contract. The role handles day-to-day customer policy service requests and related projects, reporting to a Team Lead within the Policy Services team. It aims to deliver a timely and seamless experience to 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 including 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 with survivorship checks and CPFIS profit and loss statements
• Manage fund, anniversary, bonus, post-sales quotation, cashback and loan statements, and enquiries and appeals about application status
• Execute customer change requests and escalations, administer requests according to guidelines and service standards, and resolve complaints independently
• Develop and maintain SOPs and user guides, approve payments within authority limits, and drive process improvements through feedback loops
• Train field staff to handle high-volume queries 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
• Knowledge of life, ILP and term insurance plans is an added advantage

Required skills

• Proficiency in MS Office