Senior Officer, Policy Services

JOB PURPOSE

Responsible for the day-to-day execution of insurance policy administration, including data accuracy, policy updates, and customer communication. This role serves as the front line in maintaining policy integrity, ensuring transparent service, and adhering to procedural compliance standards.

KEY ACCOUNTABILITIES

1. Policy Operations Execution

- Perform policy servicing tasks such as beneficiary updates, benefit changes, payment method modifications, and policy data adjustments in alignment with company procedures.

- Process new insurance applications, renewals, changes of coverage, premium suspension or reinstatement, following established service protocols.

- Ensure all policy alterations (endorsements, annexes, renewals) are recorded accurately in the system and reflected on customer documents.

- Verify completeness and consistency of submitted policy documents prior to processing; ensure quality checks are performed to mitigate data errors.

- Reconcile physical documents with system data; escalate discrepancies to relevant departments for resolution or additional verification.

- Generate renewal notices, billing letters, customer correspondence according to standardized formats and timelines; maintain clarity and precision in communication.

- Carry out reinstatement or cancellation procedures based on premium status, customer request, or policy conditions; notify agents and related parties accordingly.

- Maintain operational logs and regular reports such as processed volumes, cancellation ratios, reinstatement trends, to support monitoring and continual improvement.

- Comply with procedural guidelines, SLA commitments, and applicable insurance regulations throughout all processing stages.

2. Internal Collaboration

- Collaborate with cross-functional departments such as Customer Service, Finance & Accounting, IT, and Legal to ensure consistent and accurate policy adjustments across systems.

- Participate in regular operational meetings to stay updated on process changes, contribute frontline insights, and discuss representative case scenarios.

- Act as a feedback point for system, form, or procedural limitations; propose practical improvements to enhance workflow efficiency.

- Contribute to internal documentation development such as SOP guides, customer templates, and case evaluation checklists.

- Proactively update technical knowledge through internal materials, training sessions, or peer experience exchanges.

- Work jointly with IT teams to resolve system errors affecting policy data integrity or processing capabilities.

QUALIFICATIONS AND WORK EXPERIENCE

-Bachelor's degree in Business Administration, Insurance, Finance, or related disciplines

-Minimum 3 years of experience in customer service, insurance operations, or policy servicing roles

-Experience in life insurance or specialized service environments is preferred