Job Description

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.

Key Responsibilities:

Policy Servicing & Adjustments

• Process mid-term policy adjustments, including changes to coverage, insured members, or policy terms.
• Handle upgrades and downgrades of plans per customer requests and eligibility criteria.
• Update and manage personal information changes such as address, contact details, and nominee information.

Billing & Collections Management

• Manage premium collections, ensuring timely payments and maintaining accurate billing records.
• Investigate and resolve issues related to failed premium collections, including payment reattempts, customer follow-ups, and coordination with the finance team.
• Facilitate payment method changes, such as updates to direct debit or credit card information.

Customer Support & Complaint Handling

• Respond promptly and effectively to customer inquiries through phone, email etc.
• Handle complaints with empathy and efficiency, ensuring proper documentation, escalation where necessary, and resolution within defined timelines.
• Keep customers informed throughout the complaint resolution process and follow up to ensure satisfaction.

Compliance & Documentation

• Ensure all policy servicing activities comply with internal policies and regulatory guidelines.
• Maintain accurate, up-to-date servicing records and support audit readiness.

Required Skills and Qualifications:

• Bachelor’s degree in Business Administration, Insurance, or related field.
• Minimum 2 years of experience in a customer service role within the insurance or financial services sector.
• Strong understanding of health insurance processes and servicing operations.
• Excellent verbal (English and Chinese) and written communication skills.
• Proficiency in CRM platforms and MS Office.
• Strong analytical and problem-solving abilities.

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.

Job Requirements