Tele-Reinstatement Associate

About the role

Prudential is looking for a Tele-Reinstatement Associate in Phnom Penh to engage customers with out-of-force (lapsed) policies, help them understand the product benefits and protection they may have lost, and encourage and support them to reinstate their coverage.

Key responsibilities

• Make outbound calls to customers with lapsed policies to encourage reinstatement.
• Explain the 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 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.
• Resilience and motivation when dealing with rejection or difficult conversations.
• Proactive, target-driven, detail-oriented and willing to learn.