Senior Officer, Policy Services

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.

Job Responsibilities:

• Process complex customer policy change requests accurately and efficiently in designated systems. Ensure all requests are handled in accordance with established procedures, service standards and specified turnaround times, while maintaining data accuracy and operational effectiveness.  
• Handled escalated enquiries from internal channels (e.g. agents, business partners and Customer Service Team) on policy change requests in a professional and timely manner. Collaborate closely with internal stakeholders to resolve service issues and deliver a consistent, high-quality customer experience.
• Provide support and share knowledge with junior team members to enhance team effectiveness. Attend required training sessions and team meetings to stay updated on system enhancements, product knowledge, and procedural changes.
• Support project implementation, system enhancements and process improvement initiatives as assigned, contributing to operational efficiency and service quality.
• Perform office administrative duties and provide ad-hoc support as necessary to support daily operations requirements.

Job Requirements:

• University graduate or HKDSE / HKALE / HKCEE / diploma qualification
• 4-5 years of experience in insurance operations, specifically within policy servicing, or customer service is an advantage
• Good command of written and spoken English and Chinese (incl Mandarin)
• Proficiency in Microsoft Office applications
• Customer-oriented with a positive and pro-active attitude
• Good communication skills in verbally and written for cross departmental coordination
• Strong analytical and problem-solving skills
• Flexible and able to adapt changes in a fast-paced environment

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.