Customer Service Resolution & Project Support Specialist

at  Prudential Plc

Customer Service Resolution & Project Support 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.
In this role, you will be responsible for providing customer resolution support to our Enterprise Business customers and Financial Consultants, . Reporting to the Team Manager of Enterprise Business Operations, you will collaborate closely with internal stakeholders to create a positive service experience and

assist in driving process improvements, supporting and reviewing User Acceptance Testing (UAT) efforts.

• Handle customer feedback/escalation cases from customers and/or referred by regulators and sales channels by conducting thorough investigations/checks and offering effective solutions and ensuring timely responses that meet Service Level Agreement and meet the KPIs.
• Coordinate with various stakeholders across the organization to resolve customer feedback and address any issues promptly.
• Work closely with PRUPanel Connect (PPC) team to ensure service delivery with partner healthcare institutions and prepare healthcare partners reports.
• Support the Team Lead to continuously review processes, identifying service gaps and implementing process improvements.
• Acquire comprehensive knowledge of insurance products (and their functionalities / technicalities) and operational processes to effectively address customer inquiries withing agreed service levels.
• Adhere strictly to the company’s code of conduct and comply with standard operating procedures for customer data privacy and protection
• Support initiatives and enhancement projects to improve businesses processes and systems.
• Collate data and analyse the effectiveness of current operations, identifying issues and determining financial impact to develop actionable opportunities.
• Support and review UAT test plans / results and work closely with stakeholders to resolve issues and defects for signoff, ensuring all functionalities have been tested, defects have been identified and documented, impacts have been assessed, and resolutions provided.
• Prepare user guides and provide training to end users on the implemented solutions.
• Support post-deployment verification activities and assist in business recovery efforts if needed.

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.
Job ID 24030041

Please refer the Job description for details