Executive, Customer Engagement Centres Specialist

at  Prudential Plc

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 staff is responsible for proactively engage and build relationship with all walk-ins customers and agency force on enquiry and collection for PAMB, PruBSN, Partnership Distribution & Eastspring.
• The staff has to work closely and support Branch Head/PIC in ensuring effective branch operation and meeting the Branch Transformation
• The staff being the front liner in the organization is expected to drive the relationship service model. Staff must obtained good knowledge about PAMB/PruBSN/ Partnership Distribution, products, system and processes in order to handle customers’ enquiries and provide solutions/alternatives effectively and professionally.
• The staff should have the ability to build relationship with people from all level through effective communication skills.

Principal Duties & Responsibilities:

• Proactively in building relationship and engaging with all walk-ins customers and agencies force.
• Promptly attend enquiries from walk in customer and agency force. Taking ownership of all escalated enquiries by follow up and follow through till resolved.
• Responsible for premium collection for PAMB, PruBSN, & Eastspring in accordance to Collection Guidelines
• Handling of branch administration task, incoming calls & incoming mails are distributed to all agency force on timely manner. Outgoing mails are stamped before send via courier within the same day
• Carry out tasks assigned from project and initiative identified from Branch Transformation Strategy
• Perform relief work at other branches as and when required

Job Specification:

• Degree in any discipline
• Minimum 1 years’ working experience, preferably in the insurance or financial services industry. Highly responsible with good attitude and enjoys working with people
• Have strong interpersonal and communication skills, be proficient in written and spoken English and Bahasa Malaysia. Computer literate, especially in Microsoft Office applications (Word, PowerPoint and Excel)

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.

• Proactively in building relationship and engaging with all walk-ins customers and agencies force.
• Promptly attend enquiries from walk in customer and agency force. Taking ownership of all escalated enquiries by follow up and follow through till resolved.
• Responsible for premium collection for PAMB, PruBSN, & Eastspring in accordance to Collection Guidelines
• Handling of branch administration task, incoming calls & incoming mails are distributed to all agency force on timely manner. Outgoing mails are stamped before send via courier within the same day
• Carry out tasks assigned from project and initiative identified from Branch Transformation Strategy
• Perform relief work at other branches as and when require