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Customer Servicing Executive

Customer Servicing Executive

Prudential plcKuala Lumpur
6 days ago
Job description

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 role is crucial in supporting our policyholders post-sale by managing policy servicing requests, resolving complaints, and ensuring timely premium collections. The ideal candidate will have experience in insurance customer service and possess excellent communication and problem-solving skills.

Key Responsibilities :

Policy Servicing & Adjustments

  • Process mid-term policy adjustments, including changes to coverage, insured members, or policy terms.
  • Handle upgrades and downgrades of plans per customer requests and eligibility criteria.
  • Update and manage personal information changes such as address, contact details, and nominee information.

Billing & Collections Management

  • Manage premium collections, ensuring timely payments and maintaining accurate billing records.
  • Investigate and resolve issues related to failed premium collections, including payment reattempts, customer follow-ups, and coordination with the finance team.
  • Facilitate payment method changes, such as updates to direct debit or credit card information.

    • Customer Support & Complaint Handling

  • Respond promptly and effectively to customer inquiries through phone, email etc.
  • Handle complaints with empathy and efficiency, ensuring proper documentation, escalation where necessary, and resolution within defined timelines.
  • Keep customers informed throughout the complaint resolution process and follow up to ensure satisfaction.

    • Compliance & Documentation

  • Ensure all policy servicing activities comply with internal policies and regulatory guidelines.
  • Maintain accurate, up-to-date servicing records and support audit readiness.

    • Required Skills and Qualifications :

  • Bachelor’s degree in Business Administration, Insurance, or related field.
  • Minimum 2 years of experience in a customer service role within the insurance or financial services sector.
  • Strong understanding of health insurance processes and servicing operations.
  • Excellent verbal (English and Chinese) and written communication skills.
  • Proficiency in CRM platforms and MS Office.
  • Strong analytical and problem-solving abilities.
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    Customer Executive • Kuala Lumpur