Senior Client Services Specialist - (Remote 4pm - 12am) | PGIM Ireland

PGIM Ireland; Carnamogagh Lower; Remote; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

Annual Leave 23 days

Pension Scheme

Annual Bonus Programme

Life Assurance

Education Assistance

Job summary

PGIM Ireland is seeking a Senior Customer Excellence Specialist to work remotely, primarily supporting Premier clients and brokers. You will serve as the main contact for service inquiries, using a consultative approach to deliver a superior client experience.

Responsibilities include managing client relationships, conducting on-camera meetings, and collaborating cross-functionally to close process gaps and drive improvements. 4pm–12am Irish hours may apply.

Qualifications

• 3–5 years of experience in customer service or operations, preferably within Group Insurance.
• Strong understanding of Group Insurance products including Life, Voluntary Benefits, and Disability.
• Excellent time management, organizational, and relationship-building skills.

Responsibilities

• Serve as the designated contact for assigned clients, resolving service inquiries with professionalism and urgency.
• Conduct on-camera calls with clients and brokers, maintaining a professional presence and clear communication.
• Apply a consultative approach to address service needs and deliver a positive experience.
• Build and maintain strong relationships with client representatives, producers, and brokers.

Skills

Customer service

Time management

Communication

Relationship building

Adaptability

Broker relations

Education

Bachelor’s degree

Job description

Senior Customer Excellence Specialist (Remote) This role will work between 4pm - 12am Irish hours. Prudential is seeking a dynamic and customer-focused Senior Customer Excellence Specialist to join our Group Insurance Customer Excellence Team. This role is pivotal in delivering an exceptional service experience to our Premier clients by serving as the primary point of contact for resolving service inquiries and fostering strong client relationships.

Key Responsibilities

• Serve as the designated contact for assigned clients, managing and resolving service inquiries with professionalism and urgency.
• Conduct on-camera calls with clients and brokers, maintaining a professional and polished presence while ensuring clear, effective communication and fostering positive engagement.
• Apply a consultative and customer-focused approach to address service needs and deliver a positive experience.
• Build and maintain strong relationships with client representatives, producers, and brokers.
• Deliver consistent, high-quality service by adhering to established processes and industry standards.
• Recognize recurring issues and contribute observations and insights to support root cause analysis and improvement.
• Collaborate cross-functionally to support resolution of process gaps.
• Participate in process improvement initiatives by providing input, feedback, and execution support.
• Demonstrate openness to change and support continuous improvement efforts.
• Manage multiple priorities effectively in a fast-paced, evolving environment.

Qualifications

• 3–5 years of experience in customer service or operations, preferably within Group Insurance.
• Strong understanding of Group Insurance products including Life, Voluntary Benefits, and Disability.
• Ability to solve questions from brokers, clients and distribution partners with minimal guidance.
• Exceptional time management, organizational, and relationship-building skills.
• Strong verbal and written communication skills across all organizational levels.
• Proven skills in positive and effective interaction with challenging customers.
• High level of flexibility to adapt to the needs of the organization.
• Ability to drive and manage multiple and changing priorities.
• Proven ability to resolve complex issues and escalate when needed.
• Comfortable working West Coast hours, if required.
• Bachelor’s degree preferred; equivalent experience will be considered.

What we offer you

• Health Insurance: PGIM Ireland partner with Laya and BUPA to provide health insurance schemes that cover eligible employees day to day medical and hospital expenses.
• Annual Leave of 23 days at full pay.
• Pension Scheme: Members of the scheme can contribute up to 8% of salary per annum and PGIM Ireland matches contributions up to 8% of salary. Members can also make voluntary contributions to the scheme.
• Annual Bonus Programme & Shop LK Vouchers: Along with an annual bonus employees are rewarded with Shop LK vouchers which are paid tax free.
• Life Assurance: fully paid by PGIM Ireland, employees are covered from their start date and beneficiaries are provided with a lump sum of four times an employee’s salary.
• Education Assistance: PGIM Ireland have an Education Assistance Programme that reimburses eligible employees for furthering their education.

PGIM Ireland is proud to be an equal opportunity employer and is committed to equal employment opportunity regardless of applicants’ gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the traveler community.

PGIM, the global asset management business of Prudential Financial, Inc. (NYSE: PRU), is a global investment manager with US $1.3 trillion in assets under management as of Dec. 31, 2023. With offices in 18 countries, PGIM’s businesses offer a range of investment solutions for retail and institutional investors around the world across a broad range of asset classes, including public fixed income, private fixed income, fundamental equity, quantitative equity, real estate, and alternatives.

For more information about PGIM, visit pgim.com.

Prudential Financial, Inc. of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom, or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom.

PGIM Inc. (PGIM) is the principal asset management business of Prudential Financial, Inc. (PFI), a company incorporated and with its principal place of business in the United States.

PFI of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom.

Our Commitment to an Inclusive Workplace Prudential Financial, Inc. serves its customers in more than 40 countries and territories, and we seek talented, creative individuals from a variety of backgrounds, worldviews, and life circumstances to work with us. We are focused on creating a fully inclusive culture, where all employees feel comfortable bringing their authentic selves to work. We don’t just accept difference—we celebrate it, support it, and thrive on it. At Prudential, employees have a unique opportunity to build their career path by owning their development, their career, and their future. We encourage employees to hone their skills and explore continued opportunities within Prudential.

Any offer of employment made by PGIM Ireland will be contingent on receiving satisfactory references.

Applicants should be aware that background checks will be carried out on all candidates offered a position within PGIM Ireland.