Job Description

Prudential\'s purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people\'s career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.
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.

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.

Who we are looking for:

• 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.

Working Experience

• 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

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 special requirements.