Pamb Assistant Manager, Customer Promise

7 months ago

Kuala Lumpur, Malaysia 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.

Job Summary:
The incumbent is responsible to provide efficient and effective support to the Company goals by meeting and exceeding their expectations on performing Claims due diligence, claims investigation, potential fraud detection.

PRINCIPAL DUTIES & RESPONSIBILITIES:

- To conduct and drive claims investigation of suspicious, early and fraudulent claims, engaging with team members to efficiently manage investigation for a fast resolution.
- To carry out Claims due diligence and investigation as per established claims standard operating procedures (SOP) and guidelines.
- To drive fast claims due diligence and investigation outcome for a quick resolution.
- To partake in activities and share ideas to curb claims loss ratio.
- To provide exceptional customers’ experience during their moment of truth while ensuring that we are in full compliance of Company’s governance and best practices, local regulations and Group’s standards and guidelines.
- Resolving agents’ and other queries relating to Claims due diligence and investigation within agreed authority, investigating the cause of any complaints, gathering information from claims department and reviewing claims supporting documents.
- Making fair, impartial decisions on whether to uphold a complaint in line with company and regulatory frameworks treating all customer fairly.
- Gather customer and agency feedbacks to improve claims service standards and customer experience where appropriate.
- Ensuring compliance with legal requirements, industry regulations, organizational policies and professional code of conducts.
- Updating and submission of reports as required by management within the agreed service standards.
- Continuously review and update/document the administrative rules and processes for effective and efficient operation of the sections.
- Continuously attend/ involve with training for personal and career development.
- Summarizing any additional actions required, advising agents or customers when they can expect a final response, drafting and sending out correspondence.
- Undertake projects / other work and duties allocated by management as and when required.

**REQUIREMENTS**:
Education : Degree in Biomedical Science, Biology, Mathematics, Economics, Statistics, Business Administration and etc.

Experience : Preferred with experience in Life claims OR customer relation, i.e. 3 to 5 years in the Life Insurance industry

KSA’s

: Good command of English, Bahasa Malaysia and Mandarin (optional)

: Must have mínimal insurance knowledge

: Able to work and have good communication skills both written and spoken

: Must be computer literate

(KSA’s - Knowledge, Skills & Ability)

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