Agency Support Executive

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.

The Agency Support Officer is responsible for providing efficient administrative, operational, and compliance support to the agency sales force. The role ensures that agent onboarding, licensing, documentation, communication, issue resolution, termination processing, and compliance tracking are completed accurately, within agreed turnaround times, and in line with company policies and regulatory requirements

1. Agent Onboarding and ID Creation

• •Review submitted agent files to confirm completeness, accuracy, and compliance with onboarding requirements.
• •Create Agent IDs for all complete files within five working days.
• •Follow up on incomplete documentation and guide relevant stakeholders on outstanding requirements.
• •Maintain accurate records of newly onboarded agents and ensure timely updates in relevant systems.

2. Agent Licensing and Regulatory Support

• •Coordinate the processing of trainee, substantive, and renewal licenses for agents.
• •Track license expiry dates and support timely renewal to avoid regulatory sanctions.
• •Ensure licensing records are properly filed, updated, and available for audit or regulatory review.
• •Liaise with internal teams and external stakeholders where necessary to resolve licensing-related issues.

3. Agent Issue Resolution and Service Support

• •Receive, document, escalate, and resolve agent-related issues within agreed turnaround times.
• •Provide prompt feedback to agents, sales leaders, and internal stakeholders on the status of reported issues.
• •Identify recurring agent challenges and recommend process improvements to enhance service delivery.
• •Maintain a tracker of agent queries, complaints, resolutions, and pending actions.

4. Agent Termination Administration

• •Prepare and submit monthly agent termination files for review and approval.
• •Ensure all termination documentation is complete, accurate, and properly supported.
• •Send SMS communication to terminated agents after approval has been obtained.
• •Liaise with IT or the relevant support team to issue official termination letters via email.
• •Update relevant databases and records to reflect terminated agents.

5. Compliance Monitoring and Refresher Training

• •Monitor completion of the annual compliance refresher test by all active agents.
• •Follow up with agents and sales leaders to improve completion rates.
• •Maintain compliance completion reports and provide updates to management as required.
• •Escalate non-compliance issues in line with company procedures.

6. Reporting and Presentation Support

• •Prepare professional PowerPoint presentations within stipulated timelines to support communication to targeted audiences.
• •Compile agency support data and translate information into clear reports, dashboards, and management updates.
• •Support management with accurate information for decision-making, stakeholder engagement, and agency communication.
• •Ensure presentation materials are clear, accurate, well-structured, and aligned with the intended message.

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.