Premium Service Associate

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.

What are we looking for?
We are looking for a Premium Service Associate to support payment administration and suspense management activities, ensuring accurate and timely processing while maintaining high-quality business performance. The role will be responsible for managing customer refunds, monitoring suspense accounts, resolving payment-related issues, and coordinating with internal teams and external partners to meet agreed turnaround times.

What are we expecting from this role?

• Process customer refunds across payment channels accurately and within agreed turnaround times (TAT).
• Monitor and control suspense account balances, identify outstanding items, and follow up on timely clearance.
• Coordinate with Finance and bank partners to resolve refund processing issues and meet agreed TAT.
• Investigate and resolve pending, incomplete, or erroneous payments and reversals, working with bank partners and Sales as required.
• Respond to enquiries from policyholders, agents, and partners, and follow up on outstanding issues.
• Use Power BI reports, the core insurance system, and insurance industry knowledge to support suspense monitoring and case resolution.
• Identify suspense management issues and recommend process and workflow improvements in collaboration with the line manager and relevant departments.
• Carry out other duties assigned by the line manager.

Who are we looking for?

• Bachelor’s degree in business administration or an equivalent field.
• At least 1 year of experience in life insurance or a related industry.
• Strong analytical and problem-solving skills.
• Sound understanding of the Life Asia system and life insurance industry.
• Good spoken and written communication skills in Khmer and English.
• Strong communication and coordination skills, with the ability to work effectively with internal teams and external partners.

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.