PAMB | Executive, CE - Welcome Connects Specialist

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:
Responsible for delivering an efficient and effective support to distribution in delivering exceptional PruExperience for our customers. Focused on driving customer loyalty and stickiness by enhancing engagement through welcome connects post 30 days of purchase. This is to create awareness on product purchased as regulated (BNM, LIAM etc) to ensure no element of miss-selling. In tandem, articulating benefits, policy servicing needs and drive digital awareness of self-servicing in PRUServices.

PRINCIPAL DUTIES & RESPONSIBILITIES:
 Welcome Connects

• Provide and promote high standards of customer service by supporting welcome calls (outbound and inbound). Keeping New customers inform about the policy purchased, available policy services, and the digital self-service platform.

• Ensure that negative escalation is channeled to other departments or distribution areas. Ensuring customers’ needs are met, providing service of real value, and treating customers fairly is delivered. 

• The incumbent is responsible for constantly adopting the FCR process for customer interaction at Touch Point, where possible. Responsible for guiding customers through troubleshooting, navigating the company site, or using the products or services.

• Collaborate with CC and CEC leaders and professionals to enhance the customer experience. For job level higher than Assistant Manager incumbent is expected to mentor new members and support the Team Leader on daily administration according to the Welcome Connects guidelines.

People Engagement and Development

• "The PruWay" constitutes our core essence and should be reflected in all our actions. Customer is our Compass, Pursue of Entrepreneurship, Commitment to Deliver, create a Joint Success as we Respect and Care for each other.

Compliance, Risk, Business Continuity, Customer Confidentiality, Safety & Security

• Ensure all Standard Operating procedure are strictly complied and executed accurately, and right info are given to customers upon positive verification. To strive to protect customer confidentiality by ensuring PII data are not disclosed.
• To identify, escalate timely and mitigate risks that may impact the reputational, financial risk of PAMB. This will be measured via risk-based quality monitoring, call guide outcome assessment, and scorecard delivery.
• Participate in Risk management and compliance activities.
• Participate in Business Contingency Plan (BCP) to ensure business continuity.

JOB SPECIFICATION:
 

1. Qualifications

• SPM/STPM/Diploma with at least a year relevant working experience, Bachelor’s Degree, Professional Degree, Master’s Degree, any field.

2. Experience

• Proven work experience in Customer Service Management and process improvement.
• Creative in leading staff engagement activities
• Familiarity with social media and other professional networks
• Excellent verbal and written communication and team management skills
• Strong decision-making skills
• Able to multi-task and work in a fast-paced, stressful environment.
• Flexible and highly self-motivated with good organizational and time management skills.
• Team player, able to work with different level or department.
• Proficient in Microsoft Office application eg: Excel, Word and Power Point.

3. Knowledge 

• Knowledge in insurance industry will be advantageous.
• Knowledge in Customer Care operations involving calls, correspondences, and live chat.
• Proficiency in Microsoft Office applications such as Excel, Word and PowerPoint.

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.