Senior Officer, Channel Services (Outbound)

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

This role is responsible for delivering exceptional post-sales service to existing bancassurance customers through proactive customer engagement and relationship management. The suitable candidate will conduct outbound servicing calls to identify customer needs, enhance customer experience, and generate quality appointments and sales opportunities for the sales team. The role plays a key part in driving customer retention, strengthening long-term relationships, and supporting business growth.

Job responsibilities

• Conduct outbound calls to existing customers to provide after-sales support, including premium payment follow-up, policy administration, and claims servicing.
• Execute premium reminder, policy reinstatement, and customer retention activities to support business persistency and growth.
• Build strong customer relationships through proactive engagement and identification of customer needs.
• Generate qualified customer appointments and business opportunities for the sales team through outbound servicing calls.
• Handle customer inquiries and complaints professionally, delivering effective solutions and enhancing customer satisfaction.
• Support regulated after-sales transactions, including Policy Conversion, ILAS Lump Sum Top-Up, MCH Verification, and other policy servicing requests.
• Manage customer correspondence, including emails, voicemail inquiries, and follow-up actions.
• Prepare MIS reports and maintain accurate customer records.
• Support departmental projects, process improvement initiatives, and ad hoc assignments.
• Collaborate with sales teams and internal stakeholders to deliver a seamless customer experience and achieve business objectives.

Job Requirements

• Tertiary education
• To be licensed with pass of IIQE paper I, III and V
• Minimum 4 to 5 years after-sales services experience in insurance/ banking industry / outbound call / telemarketing experience
• Knowledge of Microsoft office and with solid experience in Excel
• Excellent command of English and Chinese – both written and spoken
• Good Interpersonal and communication skills