Policy Services Specialist — Shield

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 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.