Claims Payment Officer

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.