Branch PIC, Customer Engagement Centres

Branch PIC, Customer Engagement Centres

Branch PIC, Customer Engagement Centres

Apply locations Pulau Pinang time type Full time posted on Posted Today job requisition id 25040488

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.

Responsibilities

1. Deliver the best ‘first impression’ and consistent exceptional PRUexperience to customers across all channels.
2. Ensure customers are given meaningful updates for non-FCR cases handled by Customer Engagement Centers.
3. Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases.
4. Deliver meaningful and value-added outbound services.
5. Promptly disseminate information to team members to ensure accurate and updated policy information is conveyed to customers.
6. Investigate, rectify and perform root cause analysis by adopting the 5-why approach on complaints or feedback lodged against team members.
7. Handle escalated enquiries and perform service recovery.
8. Resolve customer requests/complaints in an efficient and timely manner within Service Level.
9. Monitor team adherence, punctuality and overall discipline.
10. Coach and provide motivational assistance to the team to better manage retention.
11. Conduct debrief sessions and monthly performance updates and identify service improvement ideas or areas.
12. Ensure consistent service monitoring on team members to ensure quality, efficiency and compliance.
13. Motivate, coach and develop team members to ensure they deliver the expected level of service or higher.
14. Identify knowledge gaps and training needs.
15. Ensure manpower is optimized at all times and daily service level targets are met.
16. Ensure team complies with company and regulator policies, e.g., BNM, LIAM.
17. Liaise with relevant departments to resolve issues.
18. Liaise with external service providers when necessary to perform any other duties as assigned.
19. Keep up to date on new enhanced products/services in order to maintain a high level of quality service to customers.

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 context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.