Senior Client Services Specialist - (Remote 4pm - 12am) | PGIM Ireland Opens in a new window

PGIM, Inc.; Ireland; A distancia; EUR 52.000 - 76.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

Annual Leave 23 days

Pension Scheme

Annual Bonus

Shop LK vouchers

Life Assurance

Education Assistance

Descripción de la vacante

PGIM Ireland is seeking a Senior Customer Excellence Specialist to join the Group Insurance Customer Excellence Team. The role is fully remote with occasional on-site work at our Letterkenny office based on business needs.

You will own client inquiries across billing, eligibility, disability claims, and voluntary benefits, collaborating across business units to resolve issues and improve the customer experience.

Formación

• 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.

Responsabilidades

• 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, customer-focused approach to address service needs and deliver a positive experience.
• Build and maintain relationships with client representatives, producers, and brokers.
• Deliver high-quality service by adhering to established processes and industry standards.
• Collaborate cross-functionally to resolve process gaps and support continuous improvement.

Conocimientos

Customer service

Time management

Communication skills

Relationship-building

Adaptability

Educación

Bachelor’s degree

Descripción del empleo

WORK FOR A COMPANY WHOSE CULTURE IS BUILT ON RESPECT

AT PRUDENTIAL AND PGIM, YOU CAN.

Here you’ll find a high-performance culture that’s flexible, collaborative, and grounded in respect. We engage with candor, take calibrated risks, and hold ourselves accountable — always focused on delivering for our customers. It’s the standard we choose every day as we grow, perform, and win as one team.

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.

As a Senior Customer Excellence Specialist, you will take ownership of assigned client inquiries – ranging from billing and eligibility to disability claims and voluntary benefits supporting resolution through collaboration across business units. You will also contribute observations and insights to help identify educational opportunities, and process improvements to enhance the overall customer experience.

This is a fully virtual position, though occasional on-site presence in our Letterkenny office may be required based on business needs.

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 elevate when needed.
• 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.

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.

As a Senior Customer Excellence Specialist, you will take ownership of assigned client inquiries – ranging from billing and eligibility to disability claims and voluntary benefits supporting resolution through collaboration across business units. You will also contribute observations and insights to help identify educational opportunities, and process improvements to enhance the overall customer experience.

This is a fully virtual position, though occasional on-site presence in our Letterkenny office may be required based on business needs.

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 elevate 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 Ireland's aim is to hire the best people for the open roles and all appointments will be made on merit.
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.