# Executive, Contact Centre

**Company**: Prudential
**Location**: Kuala Lumpur
**Experience**: executive
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Kuala-Lumpur-Group-Head-Office/Executive--Contact-Centre_26080159-4?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3f5017cf-22f

## Description

Prudential's purpose is to be partners for every life and protectors for every future.

The Executive, Contact Centre role involves providing an efficient and high-quality telephone service to customers, reminding them of premium overdue coverage and the benefits policyholders will lose in the event of lapsation or premium holiday for investment-linked policies.

**Key Accountabilities and Responsibilities:**

- Perform calls to reach out to customers to educate and retain potential clients with premium overdue and advise on available options

- Provide polite, professional, and accurate responses to customer queries

- Manage customer expectations and follow up diligently to ensure customers make the best choice

- Ensure cases are completed within the given turnaround time

- Undertake other work and duties allocated by management as required

**Achievements:**

- Achieve individual and team conservation/premium collection goals within the assigned grace period via outbound calls

- Meet daily outbound productivity targets of 70 cases per day

- Maintain 100% compliance with mandatory verification, scripting, and regulatory requirements

- Provide excellent customer service experience and achieve quality assurance scores in line with departmental standards

**Qualifications and Experience:**

- At least a 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

- Knowledge of Investment-Linked Policies (ILP), life insurance products, policy servicing, retention/conservation activities, or premium collection processes is an added advantage

**Knowledge, Skills, and Abilities:**

- Clarity in speech, patience, good listening, and situation-handling skills

- Ability to navigate for information and knowledge on the knowledge base

- Ability to define problems, collect data, establish facts, and draw valid conclusions

## Skills

### Required
- customer service
- telemarketing
- retention
- collections
- Investment-Linked Policies

### Nice to have
- life insurance products
- policy servicing
- premium collection processes

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Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Kuala-Lumpur-Group-Head-Office/Executive--Contact-Centre_26080159-4?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)