PAMB | Assistant Manager, Complaints Management

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.

The incumbent is responsible to assist the Manager in handling complaints via any incoming
channel as well as those addressed to the Company Directors and above. Complaint cases are usually of high complexity and priority; thus designated staff is critical to effectively manage the service issues to prevent any/further brand and/or legal exposure.

Handling complaints and enquiries involving legal, reputational and/or compliance matters, which include complaints lodged at Bank Negara Malaysia, other regulatory bodies such as National Consumer Complaints Council, LIAM, and those received from Directorates.

• Complete all follow-up work within the SLA expected timeframe and update customers accordingly.
• Follow-up with customers where appropriate, to ensure recommended services are effective.
• Be familiar to understand back-end process and related business rules to keep abreast of relevant changes.
• Research complaints and enquiries thoroughly to obtain accurate background information, and make recommendations with appropriate justification to try to achieve win-win solutions
• Skillfully solicit from customers, the information necessary to fulfill their requirements and immediately update all information received into the system accurately.
• Effectively liaise with other department to obtain the required information and resolution for the customer complaints and enquiries.
• Maintain confidentiality and ensure that customer’s right to privacy is not compromised at any time.
• Project professionalism and demonstrate a ‘Customer First’ ethos while positively upholding Prudential/s image/brand when dealing with customers at all times.
• Effectively manage difficult customers by maintaining composure and be in charge of the situation at all times.
• Ensure positive customer experience through delivery of quality interaction for every contact.
• Provide editorial support on ad hoc basis, e.g. review complex correspondence replies
• To assist in review and/or create the unit/department procedure manuals and SOPs.
• To support the Manager and Head of Unit/Department in their ongoing department initiatives and projects.

Management of Complaints Management Tracking and Reporting

• Daily/Monthly reporting on team’s completed and outstanding complaints cases
• Assist Manager to prepare internal monthly Dashboard
• To ensure all correspondences / communications are tracked and reported in CRM.
• To ensure all physical correspondences are filed and scanned in Content Manager for future reference.
• Approvals obtained from management on appeals or exception handlings are scanned in Content Manager for recording and future reference.

Collaborative problem solving and shared responsibility to ensure issues, errors, doubts and gaps are resolved

• Take necessary mitigating actions where potential service issues are anticipated, ensuring that effective on-going monitoring and outcomes are fully implemented with monthly update meetings/reporting.
• Note and highlight recurring customer issues and table at staff briefings/meetings/forum for improvement of work processes/eradication of root causes.
• Identify and recommend changes to further improve the efficiency and service quality of Call Center, Branches, and Correspondence Unit, based on escalated customer issues and complaints.
• Create awareness to other Department/Sections on the establishment, implementation and communication of procedures relating to the handling of complaints.

Comply with standards set and maintain personal effectiveness and overall discipline in the work place

• Comply with Complaints Unit Standard Operating procedures, rules and regulations and management directives
• Be punctual at all times eg attendance at work, training sessions, meetings, commencing work after allocated breaks, etc.
• Submit Leave Application within the required timeline and ensure that all information required in the Leave Application Form is complete and approved before commencement of leave.
• Submit all claims (where relevant such as overtime) on a timely basis and prior to submission, to ensure that all claim forms are accurate and completed in accordance with eligibility and approved by superiors.
• Promote and advocate a healthy team working environment by continually motivating, providing support, encouragement to peers, close interaction and support to supervisor through regular updates of critical activities and for positive improvements.
• Be willing to take up additional responsibilities to meet/achieve the Divisions’ vision and goals.
• Utilise all facilities/office equipment provided with care.
• Ensure a positive customer experience through the delivery of quality interaction for every contact
• Effectively manage angry and difficult customers by maintaining composure and be in charge of the situation at all times.
• Take responsibility for own personal motivation by self-tracking performance against set measures in order to achieve or exceed set KPI targets.

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.