About this role
Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
The Claims Payments Officer is responsible for the end-to-end processing and reporting of claims, ensuring timely settlement of customer claims, accurate capture of transactions in FMS, effective stakeholder engagement, and compliance with internal controls to deliver an excellent customer payment experience.
1. End-to-End Claims Payment Management Manage the complete claims payment process from receipt of approved claims to successful settlement, ensuring payments are processed accurately and within agreed service timelines. 2. Claims Accounting & FMS Processing Accurately capture and post claims transactions in the Financial Management System ensuring records are complete, accurate, and support financial reporting requirements. 3. Customer Payment Experience Management Monitor the status of customer payments and proactively communicate updates to stakeholders to ensure a seamless customer experience and timely resolution of payment-related enquiries. 4. Returned and Failed Payment Management Investigate, resolve, and reprocess failed or returned payments promptly, minimizing settlement delays and improving payment success rates. 5. Stakeholder Relationship Management Serve as the primary contact for claims payment enquiries, providing timely support and building strong relationships with Operations, Customer Experience Team and Bank Partners. 6. Claims Reporting & Management Information Prepare accurate claims reports, providing timely insights on claims volumes and payment performance 7. Bank Reconciliation Perform reconciliation of bank accounts and cash book, ensuring unreconciled items are accurately identified, investigated, and resolved within agreed timelines. 8. Process Improvement & Controls Drive continuous improvement in claims payment processes while ensuring compliance with internal controls, company policies, audit requirements, and regulatory standards. Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.