Medical Services Specialist (1 Year Contract)
Prudential
- Singapore
- Permanent
- Full-time
- Reporting to Senior Shield Consultant, you will conduct daily outbound calls to customers and promote the benefits of a recovery claim.
- Achieve performance targets set; which include daily call productivity, contact rate, and success rate.
- Process end to end policy transaction requests in accordance to guidelines, service standard and quality
- Perform policy assessment and judgment on policy changes
- Follow up with customers on transaction requests
- Provide support and services to Financial Consultants (FC) on Policy Servicing matters
- Handle appeals and cases escalated from FC and customer complaints
- Ensure SOP are followed when handling outbound and inbound calls to customers at all times.
- Daily reporting to PRUShield Recovery Team Lead on call activity and outcomes.
- Provide end to end support for each case handled.
- Ability to assist customers on their recovery claims process.
- Attend service and product trainings or any other trainings as and where required.
- Adhere to standard operating procedures for customer data privacy and protection (PDPA).
- Provide Team Lead with feedback from customers and financial consultants.
- Adhere to company’s code of conduct.
- Provide administrative support such as arranging courier, collecting courier, scanning and printing documents.
- Make 20-30 outbound calls daily
- Meet the set target for submission of claims to third party insurers
- Meet the set target for recovery payments received from third party insurers
- Attend to calls and emails pertaining to third party recovery within the agreed TATs
- Ability to use SAP to reply to email enquiries from Call Centre