Digital Customer Service Specialist

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.

Job Description:

1. Implement initiatives to improve usage of chatbots. This can be achieved by (but not limited to):

• Introducing features and functionalities that is aligned with the user’s needs. This can be gauged through usage patterns, enquiries received at touch-points
• Engage with distribution teams to conduct training sessions and sourcing for feedback on areas of improvements
• Coordinating with relevant teams such as UI/UX, technology, etc to explore areas of improvements and reduce poor experience
• Working with business champions to understand context, topics, and types of questions they expect customers and financial consultants and to ensure that the bot is equipped with appropriate responses.
• Research and fact-check AI responses
• Participate in requirements analysis, design, and implementation of technical solutions, and actively drive project delivery to production.
• Collaborate with cross-functional teams to design and implement product requirements.

2. Managing the chatbot contents by:

• Understanding the logical flow of the chatbot AI model.
• Work with the AI team to design conversations that customers and/or advisors can connect with when they interact with the bot
• Work with AI team to review the conversation flows to include disambiguation questions that will lead to a correct response.
• Study the pattern of users and their usage journey, review key metrics and reports, make
• Constantly explore on user experience and technological capabilities that our chatbot solution provides compared to those available in the market and stay ahead of the curve in delivering an outstanding positive experience.

3. Be the overall coordinator of Knowledge for the Operations Division. You are expected to do the following:

• Work closely with various business champions to ensure all the product and process knowledge are constantly refreshed and up-to-date.
• Update and equip Knowledge Hub with the required information for staff to perform their daily duties in servicing our clients/FCs.
• Ensure all knowledge content are updated at the relevant knowledge platforms and to keep the touchpoints informed of all product and process changes

Who we are looking for:

Competencies & Personal Traits:

• Analytical and self-motivated
• Resourceful and resilient
• Effective in problem solving
• Excellent problem-solving skills and attention to detail.
• Understanding of basic machine learning frameworks and generative AI models.

Working Experience:

• At least 2 years’ relevant experience in chatbot operations
• At least 2 years’ relevant experience in Customer Service/Operations roles in the life insurance industry.

Education

• A bachelor’s degree in Data Analytics / Information Technology / Computer Science

Professional Qualifications

• Professional insurance qualifications such as CMFAS M5, M9, M9A, HI and FLMI will be an advantage.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.