What you will be working on
The Self-Employed Collections Department manages the collection of MediSave contributions from self-employed persons (SEPs), collection of platform worker (PW) CPF contributions and PW CPF Transition Support scheme.
In this role, you will:
- Participate in system projects relating to the self-employed scheme (SES) e.g. draft testing scenarios and conduct user testing
- Draft replies to frequently asked questions relating to the SES
- Handle enquiries and appeals from SEPs who are concurrently working as PWs i.e. (PW-SEPs)
- Assess disputes from PW-SEPs on their SEP net trade income and MediSave payable under the SES and draft replies accurately on the outcome of disputes
- Manage multiple concurrent assignments efficiently and prioritise tasks based on urgency and importance
- Ensure service standards are maintained, particularly during periods of increased enquiry influx
- Work collaboratively with supervisors and other stakeholders in clearing correspondence cases
- Support the management by providing data and profiles of PW-SEPs 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
- Provide administrative support and phone duties to handle calls from frontliners
What are we looking for
We value the diverse talents and experiences that each individual brings to the table. While mastery of every requirement may not be necessary, familiarity and expertise in some of the following areas will position you for success within this team.
- Relevant experience in case management, customer service, or a related field.
- Ability to solve problems and manage conflicts effectively
- Agile and resolve any issues with a customer-first business mentality.
- Ability to provide support, answer queries, and resolve issues in an efficient manner.
- Possess a proactive mindset in identifying opportunities for process improvement and implementing customer-centric solutions.
- Ability to work well in a team environment and contribute to achieving collective goals.
The seniority of appointment and actual corporate job title will be commensurate with individual work experiences.
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.