Case Executive - Hillview Link

Closing date : 7 Oct (12noon) Location : Hillview Link Position : CASE EXECUTIVE (2 pax) Contract Duration : October 2026 to September 2027 Working Hours Monday to Thursday: 8.00am to 5.30pm, including 1-hour lunchbreak. Friday: 8.00am to 5.00pm. Salary : Potential monthly salary range: $2,800 to $3,200. The salary offered will be subject to the client’s confirmation and the candidate’s relevant experience. Job Description Case Management & Customer Support · Act as the primary touchpoint and case manager for service personnel, resolving service scheme and benefits issues raised via the case management system within agreed KPIs and SLAs. · Handle queries related to service schemes and benefits through multiple channels (phone, email, FormSG, etc.) via the SSB Enquiries Helpdesk. · Provide accurate, timely, and clear information on products, services, billing, account management, and policies. Service Scheme Administration · Administer service schemes, including Retention Bonuses, ensuring correct eligibility, processing, and disbursement. · Manage contract administration for servicemen, including contract extensions for DXO and other related processes. · Investigate and rectify discrepancies in E-HR records to ensure accurate and timely activation, cessation, or allocation of medical and dental entitlements. Data Integrity & System Management · Verify and correct E-HR data to ensure prompt and accurate disbursement of service scheme payments. · Ensure timely and accurate updating of dependents’ records and monitor their successful integration into e-HR and MCPS systems. · Identify and report system-related issues (e.g., data desyncs, logic gaps) to IT or relevant teams for investigation and resolution. · Manage the backlog of medical benefits desync issues arising from system logic gaps, working closely with IT and operations teams to resolve them. · Appeals & Deviation Management · Exercise professional judgment and support managers in preparing compelling cases for appeals or deviation management. · Ensure compliance with Government of Singapore (GOM) directives and internal policies in all actions. Compliance & Quality Assurance · Adhere to Service Level Agreements(SLAs) and quality assurance standards, including 3–14 working days (WD)resolution timelines. · Maintain detailed and accurate records of all customer interactions in the Gather SG CRM system. · Handle complaints professionally, escalate where necessary, and ensure timely follow-up. · Team & Performance Contribution · Contribute to team goals and performance targets, including call volume, first-call resolution, and customer satisfaction scores. · Stay updated on the latest GOM Directives and changes in service scheme and benefits policies. Requirements · Knowledge of IT and Microsoft Office software/applications. · Proficient in Microsoft Excel and Outlook. · Proficient in spoken and written · Meticulous and good in communication skills. EA License No: 96C4864 Reg. No.: R1106922 Goh Khar Keow