At Prudential, we understand that success comes from the talent and commitment of our people. Together, we have a shared vision in securing the future of our customers and our communities. We strive to build a business that you can shape, an inclusive workplace where everyone’s ideas are valued and a culture where we can thrive together. Our people stay connected and tuned in to what’s happening around us, keeping us ahead of the curve. While focused on the long-term, we look to the future to bring growth, development and benefit to everyone whose lives we touch.
Job Profile Summary:
In this role, you will work closely with SCB Financial Sales Consultants (FSCs) and New Partnerships in identifying and proposing service solutions to serve our FSCs and clientele, thereby creating an awesome and delightful customer experience.
Job Description: - Responsible for the case management of all pre-& post sales service transaction from the Bancassurance and New Partnerships team.
- Support the FSCs and the Operations teams to ensure a smooth, timely and positive customer experience for the customers on new and existing contracts.
- To support contact, appointment fixing and life cycle management for customer leads
- Oversee the service aspects of the insurance cases throughout the case lifecycle (pre-post):
a) Anticipate service needs, including asking questions to better understand needs and watching/listening to preferences and acting on them whenever possible
b) Address service needs in a professional, positive and timely manner
c) Contribute to the continuous improvement of Customer Relationship Management, processes and procedures to ensure efficiency and effectiveness are achieved
d) Communicate with customers through emails, text messages, live chats, telephone calls, and/or meeting in person to resolve any issues/concerns
Who we are looking for: Competencies & Personal Traits
- An eye for details, good understanding of customer’s expectations and expressed/unexpressed needs
- High integrity to ensure all regulatory requirements are adhered to for all cases
- Highest standard of client servicing and providing customers with prompt, professional, warm and courteous service
- Multi-tasking ability to handle any logistics matters and assisting in executing pertinent support tasks with finesse and resourcefulness
- Relationship building competency, actively listening and responding positively to questions, concerns and request, resolve issues, delight and build trust with internal and external stakeholders
- Understanding or experience in insurance domain is preferred
- Experience in a service-related or hospitality industry will be an advantage
Education - Diploma/Degree in Business or relevant fields of studies
Language - Strong command of the English language and ability to understand and converse in mandarin
