Customer Service Executive at Prudential Zenith Life Insurance

Prudential plc, one of the oldest and most strongly capitalized life insurance companies in the world, has acquired a majority stake in Zenith Life Assurance, giving rise to a new company, Prudential Zenith Life.Key Responsibilities:

Respond adequately and timely to inbound communication from FSES and customers on all available platforms (E-mails, Phone and Live Chat).
Initiate the Customer Engagement process by conducting the Premium Collection calls daily. • Initiate the Customer Engagement Calls for mobile insurance customers after policy purchase via the USSD platform.
Receive inbound calls and ensure prompt response to emails to assist customers in their specific enquiries or complaints.
Conduct data validation / non-financial alterations of customer details on the core IT in- house solution.
Collate / update the Complaints register and give periodic reports to the Compliance team.
Escalate and redirect complex and technical issues to the required unit, the unit head's back up or Unit head.
Follow up on FSE / customer issues and provide adequate feedback/resolution.
Send policy statement/documents to customers. • Send seasonal and required Email / SMS blasts to customers.
Provide a high level of personalized customer service experience.
Contribution of ideas for the improvement to standards and services.
Assist other team members when necessary.
Assist in collating weekly and monthly reports for the unit on customer interactions.
Manage and escalate any technology and admin related issues for resolution.
Attend to adhoc duties given by Unit Head

Qualifications

University degree in any Social Science, Marketing, or an acceptable combination of education and experience.
Experience
Minimum of 3 years post NYSC work experience in Customer Service.
Knowledge of Customer Service and Life Insurance.

Competencies

Exceptional verbal communication and very good interpersonal skills.
Excellent listening skills.
Strong written communication skills
Experience in customer relationship management
Proficient in the necessary work tools such as MS Word, MS Excel & Power Point.
Able to perform basic calculations and mathematical figures.
Strong problem identification and objection resolution skills.
Good level of initiative and ability to work without much supervision
Ability to learn fast and work under pressure
Self-motivated, with high energy and an engaging level of enthusiasm.
Ability to work individually and as part of a team
 High level of integrity and work ethic.