At Prudential, we understand that success comes from the talent and commitment of our people. Together, we have a shared vision in securing the future of our customers and our communities.
We strive to build a business that you can shape, an inclusive workplace where everyone’s ideas are valued and a culture where we can thrive together.
Our people stay connected and tuned in to what’s happening around us, keeping us ahead of the curve. While focused on the long-term, we look to the future to bring growth, development and benefit to everyone whose lives we touch.
Ensure complaints from customer are resolved quickly, fairly, in a professional and effective manner.
Perform quality assurance to complaint handled by frontline team,
Finding out root cause of the problems and coordinate with various business partners to arrange solutions.
Work collaboratively with other departments on service resolution initiatives to eliminates obstacles and minimize its recurrence.
Other duties assigned by line manager.
Job Responsibilities
Ensure all complaints received are fully addressed and recorded in Complaint Management System :
Be responsible for handling & resolving customers complaints received via internal or external sources (PVA contact center, Customer email, as well as through regulatory bodies, i.
e : BNM, OFS, LIAM and any government bodies).
Obtain necessary information / updates from other departments for the resolution of the complaint.
Ensure complaint handling are in accordance to the existing regulations and guidelines (SOP, Regulations and Laws)
Handle significant complaints effectively to prevent any potential financial, media or any other business crisis for PVA
Ensure an official reply is provided to the complainant and policyholder on company's decision and findings within committed timeline.
Gather information & data statistics on complaints including root cause analysis as well as recommended solutions for Management’s review and evaluation.
Take initiative steps to address issues that is affecting the daily operational processes that needs corrective / improving actions.
Take ownership in preparing & coordinating reports / working papers for escalation to the Management
Provide training / coaching / sharing / being buddy for new commers, front liners or anyone assigned by line managers with a targeted results and timeline.
Provide reports and data analyzing for the assigned team Undertake and complete other assignments as determined by the direct report or department head (if any)
Qualifications
University graduated or above
Advantage : graduated in major of Economic, Business Administration, Finance.
Experiences
Over 3 years’ experience in customer services
Good understanding and experience in handling customer's queries / complaint face to face or over the phone
Knowledge and skill set
Excellent customer services skills
Customer Centricity mindset
Good written & verbal communication & negotiation skill
Able to work independently and under pressure, adaptable, carefully and tactfully
Time management,
Analytical thinking
Efficient supervisory skill
Basic command in English for both reading & writing. 
