Contract Officer, Customer Contact Centre - Outbound (12 months contract)

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.

This role will handle outbound call service according to the company’s compliance.

Job Responsibilities:

• Handle outbound calls in compliance with the regulatory and internal requirements such as policy retention
• Interact with policy owners to provide and process information in response to their enquiries, concerns and requests about Prudential’s products and services by making outbound calls and following up with consultants
• Identify and resolve customer dissatisfaction to minimize the negative impact on customer experience and the business risks
• Communicate and coordinate with relevant parties to obtain and evaluate all relevant information for customer dissatisfaction handling
• Ensure all such information and investigation actions taken are properly recorded in compliance with the Customer Feedback Handling Procedures and internal requirements
• Follow up with relevant parties on the progress of the improvement/disciplinary action items and ensure the status details are updated timely
• Proactively build long term trust with customers by showing empathy for their situation and conversing in an understanding way to maintain customer loyalty and exceed expectations and provide relevant latest information to customers
• Ensure professional tone and manner at all times
• Keep proper record of the outbound call results

Job Requirements: 

• Minimum 2 years' experience in customer/sales service gained in insurance or financial industry, retention experience is a plus.
• IIQE 1 & 3 required - must already have license  
• Proficient in MS Office
• Excellent written and spoken English and Chinese (including Mandarin)
• Highly organized with the ability to meet deadlines
• Able to adapt to changes and work independently under pressure
• Positive, customer focused and result oriented
• Good analytical and problem-solving skills
• Able and enjoy working with people of diverse backgrounds with good interpersonal skills
• Candidates with less experience may be considered as Assistant Officer

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.