Manager, Customer Promise - Investigation and Technical Claims

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.

Job Summary:
The incumbent is responsible to provide efficient and effective support to the Company goals by meeting and exceeding their expectations on Claims due diligence, claims investigation, potential fraud detection.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• To conduct and drive claims investigation of suspicious, early and fraudulent claims, engaging with team members to efficiently manage investigation for a fast resolution
• To build an effective investigation and due diligence management
• To carry out Claims due diligence and investigation as per established claims standard operating procedures (SOP) and guidelines.
• To drive fast claims due diligence and investigation outcome for a quick resolution
• To partake in activities and share ideas to curb claims loss ratio
• To provide exceptional customers’ experience during their moment of truth while ensuring that we are in full compliance of Company’s governance and best practices, local regulations and Group’s standards and guidelines
• Resolving agents’ and other queries relating to Claims due diligence and investigation within agreed authority, investigating the cause of any complaints, gathering information from claims department and reviewing claims supporting documents
• To monitor vendor performance and vendor management
• Making fair, impartial decisions on whether to uphold a complaint in line with company and regulatory frameworks treating all customer fairly 
• Gather customer and agency feedbacks to improve claims service standards and customer experience where appropriate
• Ensuring compliance with legal requirements, industry regulations, organizational policies and professional code of conducts 

• Updating and submission of reports as required by management within the agreed service standards
• Continuously review and update/document the administrative rules and processes for effective and efficient operation of the sections
• Continuously attend/ involve with training for personal and career development
• Summarizing any additional actions required, advising agents or customers when they can expect a final response, drafting and sending out correspondence
• Undertake projects / other work and duties allocated by management as and when required

REQUIREMENTS:

a. Education

• Degree in Biomedical Science, Biology, Mathematics, Economics, Statistics, Business Administration and etc.

b. Experience

• Preferred with experience in Life claims OR customer relation, i.e. 3 to 5 years in the Life Insurance industry

c. Knowledge, Skills & Ability

Good command of English, Bahasa Malaysia and Mandarin (optional)

Must have minimal insurance knowledge

Able to work and have good communication skills both written and spoken

Must be computer literate

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.