Contract Officer, Customer Contact Centre - Outbound

Prudential is seeking a Contract Officer to provide customer service via hotline, handling and resolving customer enquiries and requests on life and health insurance products.

Job Responsibilities:

• Handle outbound calls in compliance with regulatory and internal requirements
• Interact with policy owners to provide and process information in response to their enquiries, concerns, and requests
• Identify and resolve customer dissatisfaction to minimize negative impact on customer experience and business risks
• Communicate and coordinate with relevant parties to obtain and evaluate information for customer dissatisfaction handling
• Record all information and investigation actions taken in compliance with Customer Feedback Handling Procedures
• Follow up with relevant parties on progress of improvement/disciplinary action items
• Proactively build long-term trust with customers by showing empathy and providing relevant information
• Ensure professional tone and manner at all times
• Keep proper records of outbound call results

Job Requirements:

• Minimum 2 years' experience in customer/sales service in insurance or financial industry
• IIQE 1 & 3 required - must already have license
• Proficient in MS Office
• Excellent written and spoken English and Chinese (including Mandarin)
• Highly organized with ability to meet deadlines
• Able to adapt to changes and work independently under pressure
• Positive, customer-focused, and result-oriented
• Good analytical and problem-solving skills
• Able to work with people of diverse backgrounds with good interpersonal skills