Sales Quality & Compliance Specialist

Prudential; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Prudential Services Asia is recruiting a Sales Surveillance Officer to support the Lead in administering the conduct risk framework and Balanced Scorecard. You will assess agency appeals on policy replacements and ensure compliance with regulatory standards.

Collaborate with Learning & Development to raise sales quality and advisory standards. You will work across internal and external stakeholders to review sales documents, conduct trend analyses, monitor call-backs, and facilitate fair appeals

Qualifications

• Self-motivated and driven.
• Analytical and attentive to details.
• Basic understanding of the insurance industry and operations.
• Basic knowledge of regulations and industry guidelines applicable to insurance/financial industry such as Insurance Act, FAA and MAS regulations.
• Working Experience: At least 4 years of working experience in sales or in review of fact find recommendation.
• Education / Professional Qualification: Degree / Diploma in any discipline Preferably with insurance related certifications

Responsibilities

• Administration of the MAS Balanced Scorecard (BSC) framework.
• Assist to set the sales advisory standards and collaborate with internal & external stakeholders to support and raise the standards of sales advisory in the Company.
• Conducting checks required under the BSC framework, including documentation review of sales documents, client surveys and BSC validation of misconduct and mystery shopping cases.
• Meet the requirements of the regulatory Balanced Scorecard (BSC) Framework through the delivery of pre and post-transaction sales quality at organizational level.
• Review Mystery Shop findings and classify infractions based on the materiality of findings
• Conduct trend analysis on MSE findings and implement appropriate measures /actions.
• Perform review of customer call-backs to ensure call-backs conducted by agency leaders are carried out in accordance to the requirements.
• Recommend appropriate actions for findings observed in the call-backs.
• Facilitation of appeals, ensuring appeals are handled in a fair, timely, and consistent manner.
• Monitor the completion of requirements (i.e. Joint Field Work, Coaching, training) by sales representatives.
• Support Team Lead in engaging Agency Force to increase awareness and knowledge on BSC and MSE as well as improve the quality of sales documentation.
• Undertake ad-hoc tasks, projects or review as directed by Lead, Sales Review & Quality /Head of Sales Surveillance.

Skills

Self-motivated

Analytical

Attention to detail

Insurance industry knowledge

Regulatory knowledge

Sales experience

Education

Degree or Diploma

Insurance certifications (preferred)

Job description

Prudential Services Asia is recruiting a Sales Surveillance Officer to support the Lead in administering the conduct risk framework and Balanced Scorecard. You will assess agency appeals on policy replacements and ensure compliance with regulatory standards.

Collaborate with Learning & Development to raise sales quality and advisory standards. You will work across internal and external stakeholders to review sales documents, conduct trend analyses, monitor call-backs, and facilitate fair appeals