Executive, Customer Engagement Centres 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 on the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Key Responsibilities:

• Deliver the best ‘first impression’ and consistent exceptional PRUexperience to customers across all channels.
• Ensure customers are given meaningful updates for non-FCR cases handled by Customer Engagement Centres.
• Fulfill complex customer needs by performing timely escalation and proper handover of non-FCR cases.
• Handle walk-ins, live chats, and outbound customer telephone calls in a polite and professional manner.
• Identify customer needs and provide accurate responses in accordance with agreed quality, compliance, and service level standards.
• Promptly and accurately complete all related administrative activities in accordance with relevant service and regulatory standards.
• Interact in fulfilling customer simple to medium complex inquiries.
• Exercise authority limits on identified processes.
• Empower to make simple and straightforward decisions.
• Manage and maintain data integrity in all systems used.
• Liaise with other units and departments to resolve customer issues.
• Keep up to date with new or enhanced products/services to maintain a high level of quality service to customers.
• Undertake outbound customer relationship management calls as appropriate.
• Record and prepare any statistics or information required by Management.
• Support Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.
• Perform any other job-related duties and projects as assigned by a superior.
• Participate in ad hoc projects and manage the development of key Customer Engagement innovations.
  
  

Prudential is an equal opportunity employer. We provide equality of opportunity and benefits for all who apply and perform work for our organization 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.