Senior Customer Excellence Specialist (Remote)

PGIM Ireland; Letterkenny; Remote; EUR 55,000 - 70,000; Full time

Benefits offered by this job

Health Insurance

Annual leave 23 days

Pension scheme

Annual bonus & Shop LK vouchers

Life Assurance

Education assistance

Job summary

PGIM Ireland is seeking a Senior Customer Excellence Specialist to serve as the primary contact for Premier clients, resolving service inquiries and fostering strong relationships. The role supports billing, eligibility, disability claims, and voluntary benefits while collaborating across business units.

It is fully virtual with possible on-site letters in Letterkenny. The candidate will own client inquiries, conduct on-camera calls with clients and brokers, and contribute insights for process

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 esc...

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.

Skills

Customer service

Communication

Time management

Relationship building

Problem solving

Flexibility

Stakeholder management

Multitasking

Education

Bachelor's degree preferred

Job description

PGIM Ireland is seeking a Senior Customer Excellence Specialist to serve as the primary contact for Premier clients, resolving service inquiries and fostering strong relationships. The role supports billing, eligibility, disability claims, and voluntary benefits while collaborating across business units.

It is fully virtual with possible on-site letters in Letterkenny. The candidate will own client inquiries, conduct on-camera calls with clients and brokers, and contribute insights for process