Job Description

Reporting to the Network Relationship and Engagement Senior Manager, you will conduct daily outbound calls to customers and promote the benefits of a recovery claim. You will be required to achieve performance targets set; which include daily call productivity, contact rates, and success rates.
The role will also assist to execute communications activities including developing content and publishing them across internal and/or external channels. PRUShield Third Party Recovery (3PR).

• Call policyholders with approved PRUShield claims to ascertain if they have a group insurance policy from which they would like to submit a claim
• Attend to 3PR hotline calls efficiently and assist customers and financial consultants on all 3PR related enquiries
• Ensure SOP are followed when handling outbound and inbound calls to customers at all times.
• Daily reporting to Team Lead on call activity and outcomes.
• Provide end to end support for each case handled.
• Ability to assist customers on their recovery claims process.
• Attend service and product trainings or any other trainings as and where required.
• Adhere to standard operating procedures for customer data privacy and protection.
• Provide Team Lead with feedback from customers and financial consultants.
• Adhere to company\xe2\x80\x99s code of conduct.
• Provide administrative support such as arranging courier, collecting courier, scanning and printing documents.
• Coordinate with external vendors on department communications to produce content in various formats such as eDMs, infographics or PowerPoint slides
• Arrange and schedule engagements with BDM and agency leaders to promote PRUShield recoveries and PRUPanel Connect engagements during their monthly meetings.

• Great team player
• Passion for outstanding customer service to handle email or hotline enquiries
• Knowledge and work experience in Life Insurance is an advantage
• Possess relevant IT skills using Microsoft Office applications such as MS Excel, Word, PowerPoint, Adobe Photoshop, Canva and SFMC is an added advantage.

• Candidates with no experience are welcome.
• Able to start work immediately or within short notice period
• Understanding of Financial services and Shield product is an advantage