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.

We make it easy for clients to do business with Pru Life UK and nurture loyalty in them.

Interact with customers to provide information in response to inquiries about products and services, handle and resolve complaints and in charge of the administrative functions at the Customer Center.

Provides Excellent Customer Service in all Customer Centers nationwide by:

• - Championing the promotion of digital initiatives at the customer center.
• - Efficient handling of feedback given by the customers, including detractors from the NPS Survey.
• - Accurate handling of business transactions such as pre-screening of new business transactions, posting of daily collections, processing of after sales transactions and tagging of provisional receipts.
• - Providing support in the regular quality review of transactions and new initiatives
• - Providing documentation and enhancement of processes, guidelines and procedure through active participation in LO projects.
• - Providing support on user acceptance testing on new system or initiatives.
• - Writing Jira story for user requirements

1 , Inquiry Management

Guide s policyholders in the ease of enrollment and use of customer portal

Receive s and respond to inquiries and requests from customers over-the-counter or via email or phone at first contact.

Log s , refer, provide recommendation and coordinate possible resolution of complex complaints to back-end office if beyond the work scope, signing and functional authority of the branch

Resolves product or service problems by clarifying the customer complaint determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment following up to ensure resolution

Recommends resolution including preventive measures that could be implemented to ensure next issue avoidance and identify possible improvement opportunities based on the feedback from customers .

2 . New Business R elated Transactions

Conducts end of day reconciliation of New Business Transactions.

Coordinate s with PRU One team any issues and concerns raised by the agent .

3 . After Sales Services

Conducts end-of-day reconciliation of After Sales Transactions.

Receive s , pre-screen s and process all after-sales transactions.

Ensure s accuracy and completeness of the applications in accordance with the Company’s after-sales guidelines.

Compute s reinstatement, loanable amount, premium rate, dividends and loan interest of the Policy

Provide s quotations on Premium Holiday, Self-liquidating, Fully-paid , etc. of the Policy

Prepare s and sign loan repayment schedules, loan statement , certification for visa purposes, and other letters in answer to inquiries, complaints and follow up.

Approve s Non- financial transaction and financial with disbursement up to Php 80 ,000 and its dollar equivalent .

Approves Certificate of Investment/Insurance up to 2M.

Prepare s Transmittal Report and coordinate dispatch of transactions/documents to Head Office.

4 . Financial related Transactions

Facilit ates end of day reconciliation of branch collections, petty cash and change funds. E nsure that there is no backlog and collections are deposited on time. All red flag indicators must be immediately addressed and reported.

5 . Office Administration and Support

Prepare monthly compliance monitoring, fraud, loss, information security, large cash and gifts & hospitality register/reports; ensure compliance of AMLA requirements and submit all AMLA-related report to the Compliance Officer, as necessary

Secure business permit renewal and coordinate to Finance team the BIR registration of the branch, as needed.

Distribute incoming mail from the Head Office for circulation to the Agency Force

Prepare supplies requisition (printed forms, office and cleaning supplies, etc.) of the branch; control and monitor office supplies budget and expenses of the branch

Coordinate janitorial and messengerial services of the branch

Coordinate any facilities-related concern to CAM

Conduct annual inventory and maintain a database of the Company’s fixed assets at the branch

Provide support to the Marketing Services Group during agency training seminars

Other customer service related duties as assigned (e.g. cross function audit)

6. Persistency and Customer Retention

Recommends other persistency and customer retention activities that will fit the needs of their specific areas and branch partners

Implements area-specific persistency and customer retention

7 . Compliance

Ensure that all company policies, procedures, programs and instruction are carried out

Be familiar and understand Pru Life UK Compliance Standards. Must be fully aware of his/her responsibilities and competent to carry them out to the required standards. Must report all compliance matters openly and honestly to their Compliance Officer in accordance with the reporting requirements operated by the Compliance Officer. Must operate a process within his/her department to ensure that all relevant compliance matters are identified and reported.

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.