PVA | Premium Collection Senior Specialist

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.

1) Job Purpose

To perform daily Premium Collection tasks, ad-hoc tasks and projects in conformity with approved operating manuals as customer excellence services.

2) Job Responsibilities

• Handle customer service requests relating to Premium Collection, check and process requests efficiently as Operating Manual and meet pre-set target.

• Proceed requests smoothly and accurately in conformity with approved operating manuals to meet pre-set KPIs such as turnaround time, pending rate, error rate, productivity

• Cooperate with other sections (CS, NBUW, Claims, Distribution Compliance, Complaint Handling, Actuary, …) to solve daily issues related to customer requests with customer centricity manners. Provide guidance of assigned functionals to frontline staff if necessary

• Verify transactions, conduct quality control. Co-work with IT and cross functionals to fix system errors, handle issues or customer complaints.

• Join company's projects or department's projects as assigned.

3) Job Accountability

• To ensure all functional processes and technical systems are designed and developed effectively and efficiently, update and upgrade frequently, best support for frontline and back end to deliver collection service.

• To prepare reports accuracy and timely as required

• Fix, enhance systems timely, accuracy and timely

4) Qualifications

5) Knowledge and skill

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.