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 Executive, Contact Centre Senior Policyholder & Agent Specialist is an individual contributor responsible for delivering high-quality service to policyholders and agents across multiple channels. The role independently manages enquiries, servicing requests and complaints within established procedures and authority levels, while supporting customer engagement, retention, digital adoption and service excellence outcomes.
KEY RESPONSIBILITIES
1. Customer and Agent Interaction Management
- Handle inbound and outbound interactions through phone, live chat, email, social media and walk-in channels in accordance with assigned service standards.
- Manage customer and agent enquiries relating to products, policy benefits, claims, underwriting and policy servicing within established procedures and authority levels.
- Provide accurate information, clear explanations and appropriate servicing options based on approved processes and knowledge content.
- Document interactions, actions, commitments and outcomes accurately in the relevant systems.
- Provide timely progress updates and ensure proper handover for cases that cannot be resolved at first contact.
- Support branch operations and assigned shift schedules to maintain service coverage.
2. Case Resolution, Service Recovery and Retention
- Resolve routine to complex enquiries and complaints by applying established procedures and available servicing options.
- Coordinate with Underwriting, Claims, Policy Servicing and other internal teams to support timely resolution of assigned cases.
- Maintain ownership of assigned cases through to closure, including follow-up with customers and agents.
- Identify early indicators of lapse, surrender or dissatisfaction and guide customers on available servicing options within the role scope.
- Support service recovery through clear communication, expectation management and completion of agreed actions.
- Escalate cases involving exceptions, high risk, unresolved issues, significant customer impact or management judgement to the appropriate senior specialist or leader.
3. Customer Experience and Digital Adoption
- Contribute to Customer Satisfaction, Net Promoter Score and First Contact Resolution outcomes through consistent service delivery.
- Promote PRUServices and other approved digital self-service capabilities based on customer and agent needs.
- Capture feedback and highlight recurring servicing issues or customer friction to the Team Leader or Assistant Manager.
- Support post-interaction surveys, outbound engagement, retention and conservation activities as assigned.
4. Quality, Compliance and Continuous Improvement
- Comply with regulatory requirements, internal policies, data privacy standards, quality requirements and operating procedures.
- Maintain accuracy and data integrity in customer records and case documentation.
- Participate in call, case and correspondence reviews, coaching and capability development activities.
- Keep current with product, process, policy and digital capability updates.
- Provide feedback on process gaps and participate in improvement initiatives, projects and testing activities as assigned.
QUALIFICATIONS & REQUIREMENTS
Qualifications
- Diploma or Bachelor's Degree in any field.
- Additional certification in Customer Service or Contact Centre Operations is an advantage.
Experience
- At least 2 to 4 years of experience in a Contact Centre or Customer Service environment, preferably within Financial Services or Insurance.
- Experience handling policyholder and agent interactions across one or more servicing channels is preferred.
- Practical exposure to enquiry resolution, complaint handling, case follow-up and digital self-service promotion is an advantage.
Knowledge, Skills & Competencies
- Working knowledge of contact centre operations across calls, correspondence and live chat.
- Basic to intermediate knowledge of insurance products, servicing processes and digital technologies.
- Strong spoken and written English and Bahasa Malaysia; Mandarin or other dialects are an advantage.
- Customer-focused communication, active listening and problem-solving skills.
- Ability to manage multiple cases, meet service timelines and adapt to changing priorities.
- Sound judgement to recognise matters requiring escalation, exception approval or specialist support.
Role And Leadership Expectations
The Executive is accountable for the quality, accuracy and timely completion of individual case handling and customer follow-up. The role does not carry formal or functional leadership responsibility. The incumbent is expected to work collaboratively, apply established procedures, seek guidance when authority or expertise is exceeded, and contribute positively to team outcomes.
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.
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