Case Executive - Hillview Link

Job description

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