What will you 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.
- Handle enquiries and correspondences from Platform Workers (PWs), including appeals.
- Assess disputes on contributions made by PWs 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, particularly during periods of increased enquiry influx.
- Provide administrative support and participate in system projects related to the schemes.
- 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 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, alleviate conflicts, and escalate tactfully.
- Capable of being 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.