Case Management Unit Intern

1 week ago

Singapore Prudential Full time

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

In this role, you will analyze underlying causes of complaints and take charge in transforming and improving customer experience. You will report to the Head of Case Management Unit (CMU) and work closely with the Lead and other case managers, and internal stakeholders in providing resolutions that are fair to both policyholders and the company. You will perform proactive complaints trend analyses for presentations to management and for effective complaints management, and to translate complaints into learnings and areas for improvements to be shared with the respective teams or departments.

Job Description/Responsibilities:
1. Investigate and analyze complaints received and coordinate investigations with various departments.

2. Analyze investigation reports and information received to make independent and sound recommendation for resolution / service recovery.

3. Prepare service recovery recommendations for approval by management.

4. Coordinate service recovery actions with respective business units and prepare correspondence to customers regarding the resolution of the complaint.

5. Attend mediation and adjudication sessions at the FIDReC.

6. Identify gaps in processes and areas for improvement arising out of complaints received for respective departments' review and change.

7. Analyze underlying causes of complaints and identify preventive measures (Root Cause Analysis).

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