Executive, Contact Centre

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