Senior Officer, Channel Services (Outbound)

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. This role is required to provide dedicated after-sales services to existing bancassurance customers. He/she is also expected to generate appointment with customers via outbound servicing call for sales team to follow up. Job responsibilities Provide effective outbound call services to customers for problem payment, policy administration movement and claims pending cases follow up. Follow through customer request to enhance customer experience. Provide effective outbound call services to customers for premium reminder call (Overdue and To Be Due) and policy revival application of lapsed policy, to enhance persistency ratio of life insurance business. Deal directly with customers by face to face to handle regulated activities including but not limited to, Policy conversion, ILAS lump sum top up, MCH verification and other after sales service requests. Carry out clerical duties, including handling incoming emails and voice mails. Generate appointment with customers via outbound servicing call for sales team to follow up. Handle customer enquiry related to policy details and handle customer dissatisfaction to turn into positive services and build customer trust. Assist in preparing MIS reports as assigned Support and participate in projects and ad-hoc tasks as assigned by supervisor. Work collaboratively with teammates to solve customer issues as quickly and as efficiently as possible. Job Requirements Tertiary education To be licensed with pass of IIQE paper I, III and V Minimum 4 to 5 years after-sales services experience in insurance/ banking industry / outbound call / telemarketing experience Knowledge of Microsoft office and with solid experience in Excel Excellent command of English and Chinese – both written and spoken Good Interpersonal and communication skills 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.