Senior Officer, Channel Services (Outbound)

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.

This role is responsible for delivering exceptional post-sales service to existing bancassurance customers through proactive customer engagement and relationship management. The suitable candidate will conduct outbound servicing calls to identify customer needs, enhance customer experience, and generate quality appointments and sales opportunities for the sales team. The role plays a key part in driving customer retention, strengthening long-term relationships, and supporting business growth.

Job responsibilities

• Conduct outbound calls to existing customers to provide after-sales support, including premium payment follow-up, policy administration, and claims servicing.
• Execute premium reminder, policy reinstatement, and customer retention activities to support business persistency and growth.
• Build strong customer relationships through proactive engagement and identification of customer needs.
• Generate qualified customer appointments and business opportunities for the sales team through outbound servicing calls.
• Handle customer inquiries and complaints professionally, delivering effective solutions and enhancing customer satisfaction.
• Support regulated after-sales transactions, including Policy Conversion, ILAS Lump Sum Top-Up, MCH Verification, and other policy servicing requests.
• Manage customer correspondence, including emails, voicemail inquiries, and follow-up actions.
• Prepare MIS reports and maintain accurate customer records.
• Support departmental projects, process improvement initiatives, and ad hoc assignments.
• Collaborate with sales teams and internal stakeholders to deliver a seamless customer experience and achieve business objectives.

Job Requirements

• Tertiary education
• To be licensed with pass of IIQE paper I, III and V
• Minimum 4 to 5 years after-sales services experience in insurance/ banking industry / outbound call / telemarketing experience
• Knowledge of Microsoft office and with solid experience in Excel
• Excellent command of English and Chinese – both written and spoken
• Good Interpersonal and communication skills

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.