Customer Service Specialist

Prudential plc; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

Prudential plc is seeking an experienced customer center professional to respond to inquiries about products and services, resolve complaints, and perform essential administrative tasks to support operations across the branch network.

The role emphasizes accurate data handling, documentation, and active participation in process improvements, with opportunities to engage in user acceptance testing and Jira-based requirements.

Qualifications

• Provides excellent customer service by handling inquiries about products and services.
• Manages and resolves customer complaints to ensure satisfaction.
• Performs administrative tasks at the Customer Center and supports process improvement.

Responsibilities

• Interact with customers to provide information in response to inquiries about products and services.
• Handle and resolve complaints and forward complex cases to back-end as needed.
• Conduct end-of-day reconciliations and manage daily transactions and postings.
• Assist in documentation and enhancement of processes, guidelines, and procedures.

Skills

Customer service

Communication

Attention to detail

Tools

Jira

Job description

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

• Guidespolicyholders in the ease of enrollment and use of customer portal

• Receivesandrespondto inquiries and requests from customersover-the-counteror via email or phone at first contact.

• Logs, refer, providerecommendationand coordinatepossible resolutionof complex complaints to back-end office if beyond the work scope,signingand functional authority of the branch

• Resolves product or service problems by clarifying the customer complaintdeterminingthe cause of the problem,selectingand explaining the best solution to solve the problem,expeditingcorrection or adjustment following up to ensure resolution

• Recommends resolution including preventive measures that could be implemented to ensure next issue avoidance andidentifypossible improvementopportunities based on the feedback from customers.

1. NewBusinessRelatedTransactions

• Conducts end of day reconciliation of New Business Transactions.

• Coordinateswith PRU Oneteamany issues and concerns raised by the agent.

1. After Sales Services

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

• Receives,pre-screensand processall after-salestransactions.

• Ensuresaccuracyandcompleteness of the applicationsin accordancewiththe Company’s after-sales guidelines.

• Computesreinstatement, loanable amount, premium rate,dividendsand loan interest of the Policy

• Providesquotations on Premium Holiday, Self-liquidating,Fully-paid, etc. of the Policy

• Preparesand sign loan repayment schedules, loanstatement, certification for visa purposes, and other letters in answer to inquiries, complaints and follow up.

• ApprovesNon- financialtransactionand financialwith disbursementup to Php80,000 and its dollar equivalent.

• ApprovesCertificate of Investment/Insurance up to 2M.

• PreparesTransmittalReport and coordinate dispatch of transactions/documents to Head Office.

1. Financial related Transactions

• Facilitatesend of dayreconciliation ofbranch collections, pettycashand changefunds. Ensure that there is nobacklogand collections are deposited on time. All red flag indicatorsmust beimmediatelyaddressed and reported.

1. Office Administration and Support

• Prepare monthly compliance monitoring, fraud, loss, information security, largecashand gifts & hospitality register/reports; ensure compliance of AMLA requirements andsubmitall AMLA-related report to the Compliance Officer, as necessary

• Secure business permit renewal and coordinate to Financeteamthe 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,officeand cleaning supplies, etc.) of the branch; control and monitor office supplies budget and expenses of the branch

• Coordinate janitorial andmessengerialservices of the branch

• Coordinate any facilities-related concern to CAM

• Conduct annual inventory andmaintaina database of the Company’s fixed assets at the branch

• Provide support to the Marketing Services Group during agency training seminars

• Other customerservice relatedduties as assigned (e.g. cross function audit)

1. 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,programsand instruction are carried out

• Befamiliarand 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 Officerin accordance withthe reporting requirementsoperatedby the Compliance Officer. Mustoperatea process within his/her department to ensure that all relevant compliance matters areidentifiedand 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.