
Case Manager
2 days ago
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.
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**:
- Manage, understand and resolve complaints that come in through various touchpoints and sources within the required turn-around-time.
- Analyze investigation reports / information received and make independent recommendations to the management for service resolutions.
- Coordinate service recovery actions with customers and relevant departments.
- Identify areas for improvement in current processes and highlight to other departments for review and change.
- Recommend solutions to prevent recurrence of similar complaints.
- Handle disputes that involve external parties and high-level cases including mediation and adjudication sessions at CASE & FIDReC.
- Prepare statistics, monthly/quarterly complaints management reports, trend analysis and ad-hoc reports for circulation to Senior Management Team.
- Manage projects undertaken by the section.- Be prepared to take on / be rotated to another role in Customer Management for development, growth and contributions.
Who we are looking for:
Competencies & Personal Traits:
- Excellent written and spoken communication skills, preferably bilingual
- Pleasant disposition, patient with strong perseverance
- Meticulous and highly accurate
- Insurance knowledge will be an advantage
- Effective in problem solving
- Fast learner
Working Experience:
- At least 2 years of complaints management / customer service experience
Professional Qualifications
- Certifications in M5, M9, HI & M9A an advantage
- Knowledge in Lifeasia, CRM and communication tools an advantage.
- Knowledge in financial or insurance products an advantage
Education
- Degree in Business Administration/Management
Language
- English and Mandarin
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