What the role is
As a member of Team Central Provident Fund (CPF), you will play a crucial role in helping over 4 million members save for their retirement, healthcare, and housing needs as well as helping them cope with life’s uncertainties. With a fulfilling career, career growth, and development opportunities, you will be part of a big family of dedicated professionals. Join us and champion financial security for Singaporeans while leaving a lasting legacy.
What you will be working on
This role entails managing cases for concurrent Platform Workers for Self-Employed Collections Department, ensuring accurate and timely support, and actively participating in enhancing operational processes. The successful candidate will contribute to improving customer experience and optimizing system efficiency.
The broad area of your responsibilities include:
•Handle Platform Workers (PWs) enquiries and correspondences, including appeals.
•Assess PWs’ disputes on contributions mad and redirect cases for follow-up to the relevant departments.
•Manage multiple concurrent assignments efficiently and prioritise tasks based on urgency and importance.
•Ensure service standards are maintained, especially during periods of increased enquiry influx.
•Provide administrative support and participate in scheme’s system projects.
•Draft replies to address PWs’ enquiries and assess their appeals accurately.
•Work collaboratively with supervisors and other stakeholders in clearing correspondence cases.
•Support the management by providing data and profiles of PWs for escalated case management.
•Assist in reviewing and improving scheme operational procedures to ensure they are up-to-date and streamlined.
•Participate in discussions with various stakeholders, across teams and groups, to understand requirements and establish processes effectively.
What we are looking for
•Prior experience in case management, customer service, or a related field.
•Ability to solve problems, alleviate conflicts, and escalate tactfully.
•A quick learner who can think on their feet and resolve any issues with a customer-first business mentality.
•Ability to provide support, answer questions, and resolve issues in an efficient manner.
•Proactive approach to identifying opportunities for process improvement and implementing customer-centric solutions.
•Ability to work well in a team environment and contribute to achieving collective goals.
What you can expect:
•A challenging and rewarding career
•A variety of formal and informal training to enhance your skills in the evolving technology landscape
•Promotion opportunities based on your capability and on-the-job performance
•A friendly work environment with like-minded colleagues to co-create and collaborate together
•A hybrid work model allowing remote work for up to 50% of the time, contingent upon the exigencies of service
•A productive yet growth-oriented workplace with a flexible dress code empowering you to decide your appropriate outfit for the day
•A comprehensive rewards package
•Annual leave and pro-family leave
•Medical and dental benefits
•Access to recreational activities
•Position is on a 1-year full-time contract directly under the payroll of CPF Board with an option to renew, contingent upon confirmation and subject to organisational needs. Additionally, there is potential for emplacement into a permanent position