Officer / Senior Officer, Distribution Support

Raffles Medical Group Ltd; Singapore; On-site; SGD 4,200 - 6,400; Full time

Job summary

Raffles Health Insurance is seeking a detail-oriented Officer / Senior Officer, Distribution Support to join our team. You will provide operational and administrative support to distribution channels and sales teams, handling policy administration matters, enquiries and service requests with accuracy and within SLAs.

You will also assist with process improvements, system enhancements and User Acceptance Testing (UAT) to boost efficiency and customer experience, including data entry, document

Qualifications

• Diploma or equivalent qualification.
• Prior experience in the insurance industry would be advantageous.
• Knowledge of policy servicing processes, particularly Private Integrated Shield products and processes, would be an advantage.
• Prior involvement in projects, system enhancements or UAT would be advantageous.
• Meticulous and detail-oriented, with good judgement and a strong focus on accuracy.
• Self-motivated and able to work independently with minimal supervision.
• Good interpersonal and communication skills.
• Strong team player with a positive working attitude.

Responsibilities

• Provide day-to-day administrative and operational support, including data entry, document verification, scanning and filing.
• Provide case management and operational support to distribution channels and the sales team.
• Respond promptly to enquiries received via email and telephone relating to products, application status, form submissions and other administrative matters.
• Ensure enquiries and service requests are handled accurately and within established service level agreements (SLAs).
• Create, update and remove agent codes for distribution channels and sales teams as required.
• Prepare and provide sales reports and other operational information when required.
• Identify and escalade system or process issues and support root cause investigations to minimise recurring errors.
• Review and update Sales Support SOPs regularly.
• Escalate system defects and bugs, and coordinate retesting following system enhancements.
• Perform end-to-end User Acceptance Testing (UAT) for system changes and enhancements.
• Support ongoing process improvements to enhance operational efficiency and customer experience.

Skills

Data entry

Documentation

UAT

Detail oriented

Communication skills

Education

Diploma or equivalent qualification

Job description

About the role

We are looking for a detail-oriented and service-focused Officer / Senior Officer, Distribution Support to join Raffles Health Insurance.

In this role, you will provide operational and administrative support to our distribution channels and sales teams, ensuring that policy administration matters, enquiries and service requests are handled accurately and within the required service standards.

You will also support process improvements, system enhancements and User Acceptance Testing (UAT) to improve operational efficiency and customer experience.

Key Responsibilities

• Provide day-to-day administrative and operational support, including data entry, document verification, scanning and filing.

• Provide case management and operational support to distribution channels and the sales team.

• Respond promptly to enquiries received via email and telephone relating to products, application status, form submissions and other administrative matters.

• Ensure enquiries and service requests are handled accurately and within established service level agreements (SLAs).

• Create, update and remove agent codes for distribution channels and sales teams as required.

• Prepare and provide sales reports and other operational information when required.

• Identify and escalade system or process issues and support root cause investigations to minimise recurring errors.

• Review and update Sales Support Standard Operating Procedures (SOPs) regularly.

• Escalate system defects and bugs, and coordinate retesting following system enhancements.

• Perform end-to-end User Acceptance Testing (UAT) for system changes and enhancements.

• Support ongoing process improvements to enhance operational efficiency and customer experience.

Requirements

• Diploma or equivalent qualification.

• Prior experience in the insurance industry would be advantageous.

• Knowledge of policy servicing processes, particularly Private Integrated Shield products and processes, would be an advantage.

• Prior involvement in projects, system enhancements or UAT would be advantageous.

• Meticulous and detail-oriented, with good judgement and a strong focus on accuracy.

• Self-motivated and able to work independently with minimal supervision.

• Good interpersonal and communication skills.

• Strong team player with a positive working attitude.