Contract Officer – Outbound Customer Contact Centre (12‑month)

About the role

Prudential is seeking a Contract Officer to join its Customer Contact Centre on a 12‑month contract. You will be the primary point of contact for outbound calls, delivering professional service to policy owners and supporting the retention of life and health insurance products.

Key responsibilities

• Make outbound calls in full compliance with regulatory and internal policies, including policy retention requirements.
• Respond to customer enquiries, concerns and requests about Prudential products, providing accurate information and processing updates.
• Identify and resolve customer dissatisfaction, minimizing negative impact on experience and business risk.
• Coordinate with internal teams to gather relevant information, record all actions according to Customer Feedback Handling Procedures, and follow up on improvement or disciplinary actions.
• Maintain a professional tone, build long‑term trust through empathy, and keep detailed records of call outcomes.

Required profile

• Minimum 2 years of customer or sales service experience in the insurance or financial sector (retention experience a plus).
• IIQE 1 & 3 licence already held.
• Proficiency in MS Office.
• Excellent written and spoken English and Chinese (including Mandarin).
• Highly organized, deadline‑driven, able to work independently under pressure.
• Positive, customer‑focused, analytical and problem‑solving mindset.

Required skills

• MS Office

What we offer

• 12‑month fixed‑term contract with a reputable global insurer.
• Opportunity to develop expertise in outbound customer service and insurance retention.