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.
This role is to ensure that the customer claim queries, complaints are handled with care and empathy to increase customer satisfaction and make Claim a moment of customer advocacy for PVA.
Scope 1: Manage Claim declination hotline number
Scope of the content related to:
- Handle all queries, questions from customers who got declined claims calling to the hotline to understand more. Explain in an empathetical, easy to understand way for customers on our claim declination. Show care to customers and empowered to offer supports / solutions where appropriate.
Scope 2: Manage all Claim frontline activities via muliple communications channels (Kiểm soát/ Xử lý các các hoạt động hằng ngày của Claim Frontline)
Scope of the content related to: (Phạm vi nội dung phản hồi liên quan đến)
- Claim queries (Giải đáp thắc mắc về tiến trình bồi thường)
- Update the process of claims queries to related departments and stakeholders (Cập nhật tiến trình xử lí các yêu cầu bồi thường đến các phòng ban liên quan)
- Support activity of Complaint Handling: Complaints involving Claims decisions, social media complaints, working closely with Assessors and departmental representatives to provide information accurate information (Khiếu nại phức tạp: liên quan đến quyết định thẩm định, khiếu nại truyền thông, mạng xã hội, làm việc chặt chẽ với Thẩm định viên và đại diện phòng ban để cung cấp thông tin chính xác, hỗ trợ bộ phận Giải quyết khiếu nại các vấn đề liên quan).
Scope 3: Representing Claims in training / workshops for agents and customers
Job Accountability / Trách nhiệm chính
- Provide the best services to customers, by closely coordinating with the processes of related departments and always being customer - centric
(Cung cấp dịch vụ tốt nhất cho khách hàng bằng cách phối hợp chặt chẽ với quy trình của các bộ phận liên quan và luôn lấy khách hàng làm trọng tâm)
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 special requirements.
