Prudential · SelangorPrepare for this interview
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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. SCOPE OF WORK/RESPONSIBILITIES - Act as a Digital Ambassador at branches: Proactively engage walk-ins customers and complete transactions via PRUServices or PruBSN Touch. - Promote digital awareness at branch by maintaining simple in-branch prompts and explain key benefits - Deliver end-to-end PRUServices registration support, including step-by-step guidance on registration, password setup, and first-time login. - Guide customers to complete common self-service journeys (e.g., view policy details, update contact details, enrolment of credit/debit card deduction, download documents, make simple enquiries) while reinforcing safe digital practices. - Troubleshoot basic access issues (e.g., login reset, navigation guidance) and escalate complex cases to supporting team. - Act as the first point of contact for walk-in customers, proactively managing queues and guiding suitable cases to self-service channels via the online portal to deliver a smoother, faster, and more seamless customer experience. - Capture and log customer feedback and pain points (top questions, drop-off reasons, usability issues) and provide weekly insights to Customer Engagement/Digital Solutions teams. - Support adoption data analysis: maintain a simple branch-level tracker (e.g., registrations, active users, top self-serve journeys, conversion rate from assisted-to-self-serve) and highlight trends/opportunities to improve PRUServices usage Key Assignment Work : 1.Assisted Digital Onboarding & Customer Engagement - Apply effective communication and customer interaction skills to guide walk-in customers through PRUServices registration and usage, enabling successful adoption and a positive first-time experience - Explain digital tools in a simple and clear manner to customers across different age groups and levels of digital confidence, ensuring ease of understanding and adoption - Learn basic principles of customer experience and service management in a real business environment 2. Digital Adoption & Change Exposure - Support the branch's strategic shift from manual servicing to digital self-service, driving greater efficiency, scalability, and improved customer experience - Observe customer reactions and resistance to digital tools - Learn how organisations encourage change through assisted adoption, not just technology 3. Observation & Insight Documentation - Observe and document: o Common customer questions o Difficulties faced during onboarding o Reasons customers prefer branch visits over digital self-service 4. Adoption Analytics & Campaign Initiatives - Use Excel to track branch adoption (registrations, logins, usage) and report findings to CE. - Identify key customer segments and touchpoints to suggest targeted nudges for PRUServices. - Partner with CE to design, execute, and evaluate campaign initiatives. - Prepare a brief weekly dashboard with recommendations for improved adoption and experience. 5. Queue Management - Facilitate smooth branch front-desk operations by directing walk-in customers to the appropriate service channel (counter or PRUServices self-service), according to case suitability. - Contribute to decreased waiting times by assisting customers with quick digital transactions, such as simple enquiries or document downloads, during their branch visits. - Collaborate effectively with branch staff to manage peak-hour traffic and ensure seamless handover or escalation for cases requiring additional support. - Monitor queue patterns and provide actionable recommendations-for example, identifying top reasons for visits or optimal times for customer engagement-to enhance overall branch service efficiency. 6. Ad-hoc and Admin task - Prepare and maintain approved PRUServices onboarding materials (quick guides, FAQs, QR prompts) for branch use - Maintain accurate and timely records for reporting purposes, including daily registration counts and logs of common issues. - Perform other reasonable administrative tasks assigned by the reporting manager/mentor to support day-to-day branch operations and customer engagement activities
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