PHI - Associate- Branch Service- Mumbai

prudential; Mumbai; On-site; INR 350,000 - 520,000; Full time

Job summary

Prudential, Mumbai, is seeking a Branch Service Associate to manage daily branch operations, handle premium collections, and assist customers and distributors with service requests. You will ensure compliance, support digital platform adoption, and contribute to cross-selling opportunities in a fast-paced environment.

The role emphasizes customer delight, agile responsiveness, and strong coordination with Sales and regulatory compliance within a growing health insurance venture in India.

Qualifications

• Bachelor's degree from a recognized institute.
• Good understanding of the financial services industry, with knowledge of branch insurance operations/service.
• Knowledge and experience in managing insurance operations.
• Able to adapt to changing customer or distributor expectations and evolving technology solutions.
• Demonstrates customer and distributor delight and can influence stakeholders.

Responsibilities

• Handle day-to-day branch functioning per standard operating procedures and support in clearing proposals with Sales.
• Manage premium collection, deposition, reporting, reconciliation and refund lifecycle.
• Assist walk-in customers and distributors with new product inquiries, policy servicing requests and claim requests.
• Implement process controls to avoid regulatory, reputational or financial breaches.
• Ensure compliance with statutory and regulatory requirements.
• Manage branch administrative expenses and maintain financial records.
• Promote adoption of digital platforms: Customer App/Portal for self-service and Distributor portal/App for servicing.
• Identify cross-selling opportunities and contribute to revenue through lead generation and conversions.
• Focus on renewal collection and smooth distributor onboarding and training.

Education

Bachelor's degree

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.

Prudential (UK) in partnership with the HCL group plans to set-up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer.

This joint venture will combine Prudential's global expertise in insurance and financial services with HCL Group's experience in technology and healthcare solutions.

Prudential, with its longstanding presence in India, already operates two leading businesses in life insurance and asset management with the ICICI Group. Prudential was also the proud sponsor of the 1983 Cricket World Cup, India's first World Cup Victory!

Prudential Health India is a Zero to One team undertaking a no-legacy, greenfield health insurance deployment in India, building journeys that truly empathize with the customer and offer a differentiated experience.

To partner us in this mission, we are looking for a talented...

Branch Service Associate

• Handle day-to-day branch functioning as per standard operating procedures: Support in clearing the proposal pendency in collaboration with Sales.
• Manage premium collection, Deposition, reporting, reconciliation and refund lifecycle journey
• Manage walk-in customers & distributors with new product enquiry, policy servicing requests, Claim requests
• Implement process controls to avoid any kind of regulatory, reputational or financial breaches
• Ensure Compliance with statutory & regulatory requirements
• Manage administrative expenses of the branch and maintain proper financial records
• Drive adoption of Digital platforms: Customer App/Portal for self-service
• Distributor portal/App for customer servicing
• Revenue: Contribute to business by exploring cross-selling opportunities, lead generation & conversion.
• Focus on Renewal Collection
• Distributor Onboarding & Service Trainings Support to Prospective Agent and help navigate smooth onboarding process.
• Handling distributor queries & escalations.

You could be the right candidate if you

• Have a bachelor's degree from a recognized institute
• Have basic in understanding financial services industry, with good understanding on branch insurance operations/service
• Have knowledge and experience in managing insurance operations
• Are not intimidated by the rapidly changing customer or distributor expectations and can keep up with constantly evolving technology solutions
• Able to think on your feet to navigate through the ecosystem and deliver solutions
• Are obsessed with providing Customer and Distributor delight moments and can influence stakeholders in the process
• Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers.
• Demonstrate the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer and Distributor expectations can be changing.

This could be the gig for you if you

• Are passionate about bringing truly consumer centric ideas into reality to help customers be healthier; you enjoy spending time with customers to understand what they really want. Have an attentive ear listen to new ideas.
• Thrive in environments that celebrate co-creation and collaboration.
• Take help from others when stuck and encourage others when there are setbacks
• Have upto 3yrs domain experience in any of these sectors: health, life, general insurance, Banking/NBFCs.

What can make you extra special if you

• Have demonstrable experience in improving customer experience through well managed operations
• Have walked extra mile in solving business problems by adopting offbeat path
• Have proven track record of succeeding in complex business environment and helping colleagues succeed as well

Location: Mumbai

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the c