Policy Services Officer - Valuation (1 Year Contract)

Prudential Assurance Company Singapore; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Prudential Singapore is seeking a detail‑oriented Policy Services professional to manage day‑to‑day customer change requests within the Shield function. You will handle client and policy level changes, payout approvals, and inquiries with accuracy and adherence to guidelines.

This role requires independent decision‑making on escalations, development of SOPs, and collaboration with Financial Consultants and the technology team to drive process improvements and first‑time resolution.

Qualifications

• Knowledge on Shield plans will be an advantage.

Responsibilities

• Administer customer requests under the Shield function in accordance to guidelines, service standards and quality.
• Assess escalations and make independent decisions 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.
• Understand and identify areas for better efficiency, effectiveness and customer centricity.
• Identify process gaps and train touch‑point staff to ensure first‑time resolution.
• 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.

Skills

Customer-oriented

Communication skills

Problem solving

Attention to detail

Digital mindset

Education

Diploma or Degree holder

Tools

MS Office

Job description

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.

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 decisions 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 customers 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.

Experience

Who we are looking for

• Knowledge on Shield plans will be an 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.

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.