Tele-Reinstatement Associate

About the role

Prudential is looking for a Tele-Reinstatement Associate to contact customers whose policies have lapsed (become out-of-force), explain the protection they may have lost and support them in reinstating their coverage. The role involves outbound calls, handling objections and following up on reinstatement requirements.

Key responsibilities

• Make outbound calls to customers with out-of-force policies to encourage reinstatement.
• Explain the product benefits and coverage lost due to lapse and the value of restoring protection.
• Handle objections professionally and guide customers through reinstatement requirements, outstanding premiums and payment options.
• Follow up on pending reinstatement documents so they are completed on time.
• Maintain a professional and empathetic approach and accurately record call outcomes, customer feedback and reasons for lapse.
• Identify and escalate customer concerns, share feedback for continuous improvement and collaborate with sales agents and other departments.
• Track and report call activity and reinstatement performance, and ensure compliance with data privacy and company policies.

Required profile

• Bachelor's degree in Business Administration or a related field preferred; fresh graduates are welcome.
• 0-2 years of experience in customer service, telesales or call centre operations; insurance or banking experience is an advantage.
• Fluent in Khmer with good verbal and written English.
• Able to meet targets such as reinstatement rate, completion rate, pool clearance rate and a minimum of 4.5 hours of daily talk time.

Required skills

• Good communication and persuasion skills, able to explain benefits clearly and handle objections professionally.
• Resilient, proactive, target-driven and detail-oriented.