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Customer Resolution Senior Specialist
2 weeks 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.
- Ensure complaints from customer are resolved quickly, fairly, in a professional and effective manner
- Finding out root cause of the problems and coordinate with various business partners to arrange solutions
- Work collaboratively with other departments on service resolution initiatives to eliminates obstacles and minimize its recurrence
- Ensure all complaints received are fully addressed and recorded in Complaint Management System:
- Obtain necessary information /updates from other departments for the resolution of the complaint. Ensure complaint handling are in accordance to the existing regulations and guidelines (SOP, Regulations and Laws)
- Handle significant complaints effectively to prevent any potential financial, media or any other business crisis for PVA. Ensure an official reply is provided to the complainant and policyholder on company's decision and findings within committed timeline
- Gather information & data statistics on complaints including root cause analysis as well as recommended solutions for Management’s review and evaluation
- Take initiative steps to address issues that is affecting the daily operational processes that needs corrective/improving actions
- Provide reports and data analyzing for the assigned team Undertake and complete other assignments as determined by the direct report or department head (if any)
