Customer Resolution Specialist

4 days ago

Singapore Prudential plc 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.

In this role, you will gain exposure to the management of complaints received from our policyholders, agency force members, regulators, industry bodies, government, business partners, and social media. As part of this dynamic role, you will report to the Senior Manager of Customer Resolution and work closely with the team leads and other managers, and internal stakeholders in resolving customer concerns and providing resolutions that are fair to both policyholders and the company. You will assist in complaint trend analyses for presentations to management and effective complaint management, and you will translate complaints into learnings and areas for improvement to be shared with the respective teams or departments. - Assist in the analysis of investigation reports / information received and make independent recommendations to management for service resolutions. - Assist in identifying areas for improvement in current processes and highlighting them to other departments for review and change. - Assist in the preparation of statistics, monthly/quarterly complaints management reports, trend analysis and ad-hoc reports for circulation to Senior Management Team. - Assist in projects undertaken by the section.

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