Job Description

Prudential\'s purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people\'s career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

Background

PRUShield Claims recovery is a key initiative for the Medical Portfolio Management team. It is the process of assisting customers in submitting claims to a third-party insurer. This role includes reaching out to customers via 2-way SMS, follow up calls with customers and to follow through with the collation of medical receipts and report on behalf of the customer. The medical documentation is submitted to customer\xe2\x80\x99s HR department and the team will complete the process by following through with the group insurers.

The primary objective of this role is to assist customers and financial consultants with the claims recovery process. In addition, the specialist must create awareness of the benefits of submitting a recovery claim.

This is an exciting opportunity for those keen on taking on a new challenge that will have a direct positive impact to our organization\xe2\x80\x99s strategic objectives.

Objectives for Medical Services Specialist

• You are a key person in Medical Portfolio Management team, and you will be reporting directly to the Head of Medical Services.

• You are expected to achieve performance targets set, which include daily call productivity, PRUShield Claims submission amount, PRUShield recovery amount and case counts.

• You will also assist with communications activities including content creation, publishing, event coordination and other operational activities across internal and/or external channels.

Who we are looking for:

Competency & Personal Traits

• Ensure standard operating procedures are followed when handling outbound, and inbound calls to customers and all other stakeholders
• Daily reporting to Team Lead on call activity and outcomes
• Provide end to end support for each case handled
• Ability to assist customers on their recovery claims process, including liaising with hospitals, clinics, group insurers and brokers
• Attend service and product trainings or any other trainings as and where required
• Adhere to standard operating procedures for customer data privacy and protection
• Update all feedback provided by customers and financial consultants to the Team Lead
• Adhere to company\xe2\x80\x99s code of conduct
• Have high level of integrity, and takes accountability of work
• Good verbal and written communication skills
• Provide administrative support such as arranging courier, collecting courier, scanning, and printing documents
• Any other ad-hoc duties as assigned by the Team Lead
• Passion for outstanding customer service
• Knowledge and work experience in Life Insurance is an advantage
• Possess relevant IT skills using Microsoft Office applications such as MS Excel, Word, PowerPoint
• Adobe Photoshop skills will be advantageous

Working Experience

• Fresh graduates are welcome.
• Able to start work immediately or within short notice period
• Understanding of Financial services and Shield product is an advantage
• 1 to 2 years\xe2\x80\x99 experience in a customer service capacity.
• Life insurance qualifications \xe2\x80\x93 Certificate in Life & Health Insurance will be an added advantage.

Education

• Poly diploma, GCE A level or relevant work experience.

Language

• Fluent written and spoken English
• Other languages (Mandarin) will be an added advantage

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.

Prudential