Customer Servicing Executive
Prudential Services Asia
Date: 3 weeks ago
City: Kuala Lumpur
Contract type: Full time

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.
The role is crucial in supporting our policyholders post-sale by managing policy servicing requests, resolving complaints, and ensuring timely premium collections. The ideal candidate will have experience in insurance customer service and possess excellent communication and problem-solving skills.
Key Responsibilities
Policy Servicing & Adjustments
The role is crucial in supporting our policyholders post-sale by managing policy servicing requests, resolving complaints, and ensuring timely premium collections. The ideal candidate will have experience in insurance customer service and possess excellent communication and problem-solving skills.
Key Responsibilities
Policy Servicing & Adjustments
- Process mid-term policy adjustments, including changes to coverage, insured members, or policy terms.
- Handle upgrades and downgrades of plans per customer requests and eligibility criteria.
- Update and manage personal information changes such as address, contact details, and nominee information.
- Manage premium collections, ensuring timely payments and maintaining accurate billing records.
- Investigate and resolve issues related to failed premium collections, including payment reattempts, customer follow-ups, and coordination with the finance team.
- Facilitate payment method changes, such as updates to direct debit or credit card information.
- Respond promptly and effectively to customer inquiries through phone, email etc.
- Handle complaints with empathy and efficiency, ensuring proper documentation, escalation where necessary, and resolution within defined timelines.
- Keep customers informed throughout the complaint resolution process and follow up to ensure satisfaction.
- Ensure all policy servicing activities comply with internal policies and regulatory guidelines.
- Maintain accurate, up-to-date servicing records and support audit readiness.
- Bachelor’s degree in Business Administration, Insurance, or related field.
- Minimum 2 years of experience in a customer service role within the insurance or financial services sector.
- Strong understanding of health insurance processes and servicing operations.
- Excellent verbal (English and Chinese) and written communication skills.
- Proficiency in CRM platforms and MS Office.
- Strong analytical and problem-solving abilities.
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