Policy Services Officer - Shield (1 Year Contract) - Part-Time

In this role, you will perform a series of end-to-end policy transaction requests across the Shield Policy Management Team. As part of this dynamic team, you will report to a Team Lead and ensure that all requests are addressed promptly to ensure timely and seamless customer experience.

Job Description:

Policy Services - Shield consists of:-

• Client level changes - change in personal particulars and contact details
• Policy level changes - change in plan type (upgrade/ downgrade), add or delete rider, premium payment mode and method, cancellation of policy, reinstatement, policy review
• Pay-out – Payment and Journal approval
• Enquiries & appeals – status of application, appeals relating to Shield applications.

Manage day to day execution of customer’s change requests or escalations

• Administer customer requests under the Shield function 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
• Approve payments within authority limit.
• Other tasks assigned by Team lead.

Drive feedback loop to identify process gaps/opportunities and implementing process improvements

• Understand and identify areas in which there are opportunities for better efficiency, effectiveness and customer centricity.
• Identify process gaps and train touch point staff in fielding high volume queries from customer to ensure first time resolution to minimize escalations.
• 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.

Who we are looking for:

Experience

• Knowledge on Shield plans will be added advantage

Competencies & Personal Traits

• 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.

Education

• Diploma or Degree holder