Premium Service Associate

About the role

Prudential is looking for a Premium Service Associate in Phnom Penh to support payment administration and suspense management. The role ensures accurate and timely processing while maintaining high-quality business performance, managing customer refunds, monitoring suspense accounts and resolving payment-related issues.

Key responsibilities

• Process customer refunds across payment channels accurately and within agreed turnaround times.
• Monitor and control suspense account balances, identify outstanding items and follow up on timely clearance.
• Coordinate with Finance and bank partners to resolve refund processing issues and meet agreed turnaround times.
• Investigate and resolve pending, incomplete or erroneous payments and reversals, working with bank partners and Sales as required.
• Respond to enquiries from policyholders, agents and partners and follow up on outstanding issues.
• Use Power BI reports, the core insurance system and insurance industry knowledge to support suspense monitoring and case resolution.
• Identify suspense management issues and recommend process and workflow improvements with the line manager and relevant departments.
• Carry out other duties assigned by the line manager.

Required profile

• Bachelor's degree in business administration or an equivalent field.
• At least 1 year of experience in life insurance or a related industry.
• Sound understanding of the Life Asia system and the life insurance industry.
• Good spoken and written communication skills in Khmer and English.
• Strong analytical and problem-solving skills, and good coordination with internal teams and external partners.