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Not stated
Work mode
On-site
Experience
Experienced
About the role
This role handles case management for pre-sale and post-sale service transactions, supporting operations so that financial representatives and clients have a smooth and timely experience with new submissions and existing policies. It sits with a financial services team and suits someone organised, service-oriented and comfortable juggling many cases at once.
What you'll do
Oversee the end-to-end service aspects of cases across the pre-sale and post-sale lifecycle
Liaise with financial representatives, business development managers, new business and underwriting, and legal and compliance teams to gather financial, medical and other required documents
Give ongoing and proactive status updates to those involved
Hold regular case discussions with financial representatives on underwriting requirements and decisions
Act as first line of review for appeals and advise partners accordingly
Liaise with distribution partners, policy services, product and pricing, client services and claims teams on inforce policy requests such as policy changes, inforce illustrations and claims
Provide clear information on requirements so requests can be resolved in one touch
Facilitate the overall processes for post-sale transactions on high net worth business
Track incoming requests from internal and external stakeholders accurately and answer them promptly
Record ad-hoc requests for end-to-end handling
Maintain daily, weekly and monthly reports tracking outstanding issues, submissions, withdrawals, feedback and service level agreement adherence, highlighting root causes where expectations are not met
Prepare monthly pipeline cases for reporting and a focus list for the new business and underwriting team
Join regular team huddles and share important updates
Screen submitted documents before they are registered via AWD for processing
Ensure proper filing and archival of documents received by the team
Handle appeals and gather responses from the new business, underwriting and policy servicing team
Attend to queries on third party services and other matters relating to policy issuance or servicing
Conduct enhanced due diligence and AML verifications before policy issuance, and ensure contracts are issued once premiums and required original documents are received
Follow up on outstanding requirements and appeals relating to operations matters
Review work process improvements to boost effectiveness and efficiency
Assist in onboarding of new banks
Conduct operations-related training for internal stakeholders, financial representatives and partners
Coordinate with internal stakeholders to provide accurate and timely information
Provide close follow-up for cases needing legal and compliance review
Take on other tasks delegated from time to time
Good to know
Hybrid working arrangement
Full time position based in Singapore
Requirements
Diploma or degree from a recognised institution or university
At least 5 years of working experience, with around 3 years in the insurance industry
Highly service-oriented, organised and good at multitasking
Strong verbal, written and presentation communication skills
Flexible and able to adapt in a fast-paced, evolving environment
Understanding of financial services and the needs of sales professionals is an advantage
Benefits
Flexible environment that supports well-being and inclusion
Part of a global team
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