Agency Growth & Customer Experience Partner

Prudential Services Asia; Lipa; On-site; PHP 391,000 - 614,000; Full time

Job summary

Prudential plc seeks a Customer Experience Specialist to partner with agency leaders and premier agents, driving accelerated growth for the PRU business and delivering win-win value for customers and partners.

You will manage agency experience matters, handle inquiries about New Business, After Sales and Claims, and escalate complex issues while coordinating with internal teams to close gaps and improve service delivery.

Qualifications

• Partner with agency leaders to identify drivers and blockers and raise to channels for resolution.
• Build strong, trusting relationships with agency leaders and their teams.
• Prepare and present customer operations data to demonstrate value and support business growth.
• Track resolutions and align priorities among stakeholders during initiatives.
• Collaborate with agency on preventive measures and improvements based on feedback.
• Regularly update agency on resolution status and close the feedback loop.
• Promote and monitor adoption of process improvements.

Responsibilities

• Support agency experience-related matters as the main point of contact for customer operations and management concerns.
• Resolve simple inquiries about New Business, After Sales and Claims.
• Escalate complex inquiries to appropriate channels and ensure follow-up until closure.
• Efficiently handle agency feedback, including detractors from the Agency NPS survey.
• Provide a fast lane for processing transactions submitted by the agency.
• Negotiate resolutions with agency partners to ensure win-win outcomes.
• Participate in Customer Success Workshops and process improvement initiatives.

Skills

Agency partnerships

Data presentation

Customer experience

Stakeholder management

Job description

Prudential plc seeks a Customer Experience Specialist to partner with agency leaders and premier agents, driving accelerated growth for the PRU business and delivering win-win value for customers and partners.

You will manage agency experience matters, handle inquiries about New Business, After Sales and Claims, and escalate complex issues while coordinating with internal teams to close gaps and improve service delivery.