Job Description

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

• Administer customer requests 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

• Understand and identify areas in which there are opportunities for better efficiency, effectiveness and customer centricity.
• 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.

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

• 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.

• Diploma or Degree holder

• English