Policy Services Officer - Major Alteration (1 year contract)

Prudential’s purpose is to be partners for every life and protectors for every future.

Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners.

We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions.

We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

In this role, you will be working on processing Policy Services requests from customers on a day-to-day basis.

You will also work on projects relating to the area of work as well as driving feedback loop to identify process gaps and implementing improvements.

You will report to a Team Manager within Policy Services team and ensure a timely and seamless experience provided to our Financial Consultants and customers.

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

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

· Administer customer requests relating to Major Policy Alteration and Policy Reinstatement 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.

· Approve payments within authority limit.

· Other tasks assigned by Team lead.