PCLA | Tele-Reinstatement Associate

Job description

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. What are we looking for? We are looking for a Tele-Reinstatement Associate to engage customers with out-of-force (lapsed) policies, help them understand the product benefits and protection they may have lost, and encourage and support them to reinstate their coverage. What are we expecting from this role? Make outbound calls to customers with out-of-force (lapsed) policies to encourage and support policy reinstatement. Explain the product benefits and coverage customers may have lost due to lapse and the value of restoring their protection. Handle customer objections professionally and guide customers through reinstatement requirements, outstanding premiums, and payment options. Follow up on pending reinstatement documents and requirements to ensure timely completion of policy reinstatement. Maintain a professional and empathetic approach during customer interactions to uphold the company’s brand and service standards. Accurately record call outcomes, customer feedback, and reasons for policy lapse to support reporting and analysis. Identify and escalate customer concerns or insights that may impact service quality or customer satisfaction. Ensure compliance with data privacy requirements, fair treatment of customers, and company policies during all customer interactions. Share customer feedback and suggestions to support continuous improvement. Collaborate with sales agents and other relevant departments regarding customer follow-ups and reinstatement cases. Track and report call activities and policy reinstatement performance. Who are we looking for? Bachelor’s degree in Business Administration or a related field is preferred. 0–2 years of experience in customer service, telesales, or call centre operations. Fresh graduates are welcome to apply. Experience in the insurance or banking industry would be an advantage. Customer-centric mindset with genuine care for customers and their protection needs. Good communication and persuasion skills, with the ability to explain benefits clearly and handle customer objections professionally. Resilient, positive, and motivated when dealing with rejection or challenging customer conversations. Proactive, target-driven, detail-oriented, and willing to learn. Fluent in Khmer with good verbal and written English. Ability to work towards key performance measures, including reinstatement rate, completion rate, pool clearance rate, and a minimum of 4.5 hours of daily talk time. 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.