Executive, contact centre

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.

ROLE PURPOSE

The incumbent is responsible for providing an efficient and high-quality telephone service by reaching out to customers (agents and policyholders) to remind them of premium overdue coverage and the benefit policy holders will be losing in the event of lapsation or premium holiday for investment link policy. To achieve the following deliverables as a team:

• Financial – Ensure the team successfully completes given task and helps to generate as much revenue via policy conservation/retention
• Customer – Reach out to customers are per set timeline by meeting customer standards and expectations
• Operational Performance – To satisfy our customers and shareholders, to excel in business process
• People – To achieve our goals and contribute to organization learning and innovation process.

ORGANIZATION CONTEXT

The complexity of the insurance business requires the incumbent to acquire a thorough knowledge of the different insurance products (and their functionalities/technicalities) and operational process to ensure customers’ enquiries are resolved in accordance with agreed Service Level (SL). The incumbent also requires to work closely with the CC Management team and other operations departments in delivering excellent service quality to customers.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

The essential duties and responsibilities for the incumbent are as per below:

1. Perform calls to reach out to customers to educate and retain potential clients with premium overdue and advise the options available based on their plan type.
2. Provide polite, professional and accurate responses to queries by customers
3. Manage customers’ expectations and follow up diligently to ensure PH makes the best choice.
4. Ensure cases are completed within the turn around time given
5. Undertake any other work and duties allocated by management as and when required

The essential duties and responsibilities for the incumbent are as per below:

1. Provide excellent customer service experience consistently and give accurate response in accordance with agreed service standards.
2. Achieve individual and team conservation / premium collection goals within the assigned grace period via outbound calls.
3. Meet the daily outbound productivity target of 70 cases per day (subject to campaign requirements).
4. Maintain 100% compliance to mandatory verification, scripting and regulatory requirements.
5. To provide excellent customer service experience and achieve quality assurance scores in line with departmental standards (target: 100% quality score with no critical errors).
6. Demonstrate effective objection handling and customer engagement skills to maximise retention and premium recovery outcomes.

2. Promptly and accurately complete all related administrative activities, in accordance with relevant service standards and to the customers’ satisfaction.

1. Complete all assigned administrative activities within the stipulated SLA and turnaround time.
2. Ensure all outbound premium collection and ILP conservation activities are completed within the applicable grace period.
3. Maintain accurate and timely documentation of all customer interactions in CRM systems, trackers and reporting templates.
4. Ensure 100% accuracy in case documentation, CRM updates and reporting records.
5. Adhere to call logging, audit trail and case management requirements for all customer interactions.
6. Maintain scheduled attendance and workforce adherence targets as defined by the business.

3. Liaise with appropriate departments in the organization to resolve issues brought up by customers.

1. Ensure service tickets are created and assigned to the appropriate departments for further action.
2. Provide sufficient and accurate information in the system to ensure processing efficiency.
3. Ensure consistency in proper cases and/or callbacks logging practices.

4. Keep up to date on new or enhanced products/services to maintain a high level of quality service to customers.

1. Attend training, briefings, workshops, seminars, and focus group discussions as required.
2. Take initiative to ensure knowledge of products and services offered by Prudential and its policies and guidelines is up to date.
3. To provide up-to-date and accurate information to customers.

5. Preparation of any statistical information required by the Management in relation to Call Logging activities.

1. Timely and accurate submission of call statistics report.
2. Comply with company and regulatory policies.

6. Support Team Leaders, Associate Managers and Manager to continuously review processes, identify and resolve service gaps through constructive feedback, and implement process improvements where appropriate.

1. Timely implementation of actions required.
2. To participate in team meetings and discussions organized by Team Leaders.
3. Provide constructive feedback and recommend alternatives whenever required.
4. Take initiative to be aware of performance delivered by self, department and the company.

7. Support Team Leader whenever required for operations related tasks. Ad-hoc bases, required to support as floor support by liaising with appropriate departments in the organization to resolve issues brought up by CSRs or customers. Handle outstanding cases and escalations within Service Level Assist in administrative related tasks. Provide floor support assistance by guiding the CSRs. Demonstrate the capability of supporting CSRs for technical or difficult case or enquiries. Assisting in manager’s tasks in his/her absence. Walk the floor to assist in CSRs enquiries. Handle call/referral escalations from CSRs. Handle calls and make callbacks if necessary. Escalate calls to PIC in accordance with guided processes if necessary. Attend and organize product briefings/trainings.

9. Cultivate learning and service-oriented culture amongst staff and department. Undertake any other tasks and duties allocated by management as and when required.

10. Ad-hoc duties assigned.

QUALIFICATION AND EXPERIENCE

Listed below are the qualifications and experiences expected from the incumbent:

• At least Diploma or Degree in any field from a recognized college or university
• Preferably at least 1 year of experience in a contact centre, customer service, telemarketing, retention/conservation, collections, within the financial services or insurance industry.
• Candidates with knowledge of Investment-Linked Policies (ILP), life insurance products, policy servicing, retention/conservation activities, or premium collection processes will have an added advantage.
• Good command of spoken and written English. Ability to speak and write Mandarin is an added advantage.
• Good voice, clear pronunciation, good diction and able to vary intonation with empathy and good listening skills.
• Enthusiastic, self-motivated and able to succeed in a fast-paced customer-focused environment.
• Ability to handle/manage excel, power point files when needed.
• Pleasant, patience and self-discipline.
• Minimum typing speed of 20 words per minute.
• Fresh graduates are also encouraged to apply.

KNOWLEDGE, SKILLS AND ABILITIES

Listed below are the knowledge, skills and abilities expected from the incumbent: Clarity in speech, patient, good listening and situation handling skills. Ability to navigate for information and knowledge on knowledge base. Ability to define problem, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of issue related instructions diagram or related form and deal with several abstract and concrete variables. Ability to apply mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations; Ability to track individual and group agent performance metrics and quality measurements. Ability to prioritize tasks and allocate the required hours to accomplish expected duties; Ability to stay focused during delivery of classroom training, to achieve optimal results. Ability to work in a dynamic team environment. Ability to understand and work within a structured, process-oriented environment.

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.