Customer Service Specialist (PLUK)

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’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. Aligned with our purpose for every life and for every future, we, in One Operations Make It Easy for customers and agency partners to do business with Pru Life UK so we can build lasting and value-adding relationships with them, so they become loyal customers for life.

The Customer Experience Specialist fulfills this purpose by partnering with agency leaders and premier agents to drive accelerated growth to their PRU business that leads to win-win value propositions for our customers, partners, and organization.

Agency Business Partnering

• Partners with the agency leaders to determine drivers and blockers to their business and raise these to the appropriate channels or internal teams for quick and accurate resolution. \\
• Strengthen the engagement with agency by building strong and trusting relationships with the agency leaders and their teams.
• Daily preparation and presentation of customer operations data of their assigned agency that demonstrates added value and working together in building the business at speed and scale.
• Bias to action in tracking and reporting the resolution of concerns raised and manages the execution of initiatives by helping align conflicting priorities among stakeholders.
• Collaborates with agency to come up with preventive measures to ensure next issue avoidance and identify possible improvement opportunities based on the feedback from customers.
• Communicates consistently and regularly with agency on the status and updates of resolutions and ensures there is closing of the feedback loop.
• Communicates, promotes and monitor adoption on process improvement initiatives.

Customer Success Delivery

• Supports the management team on agency experience-related matters as the main point of contact of the agency leaders and premier agents for customer operations and customer management concerns.
• Resolves simple inquiries and requests of agency about New Business, After Sales and Claims of their customers.
• Escalates complex inquiries and requests to the appropriate channels and internal teams and ensures closing by monitoring and follow-ups.
• Efficient and timely handling of feedback given by agency including detractors from the Agency NPS Survey.
• Provides a fast lane for the processing of transactions submitted by their assigned agency that differentiates service from the standard turnaround times.
• Negotiates resolutions, as needed, with agency partners while ensuring a win-win scenario for customers, partners, and organization.
• Participates in regular Customer Success Workshops or similar activities that involve deep-dive review of processes and guidelines to improve the quality and value of the customer and agency experience.

Operations Project Delivery

• Provides documentation and enhancement of processes, guidelines, and procedures through active participation in Operations projects.
• Provides support on writing of user stories and user acceptance testing on new system or initiatives.
• Presents data cohesively that can lead to insights and decision-making for recommendations and next action steps.

Compliance

• Ensure that all company policies, procedures, programs, and instruction are carried out.
• Be familiar and 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 Officer in accordance with the reporting requirements operated by the Compliance Officer.
• Must operate a process within his/her department to ensure that all relevant compliance matters are identified and 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.

We are Prudential. For every life, we are partners. For every future, we are protectors.

Prudential plc provides life and health insurance and asset management to 17 million customers across 20 markets in Asia and Africa. We are headquartered in Hong Kong and have dual primary listings on the Stock Exchange of Hong Kong and the London Stock Exchange. We are focused on four strategic regions: Greater China, ASEAN, India and Africa. Our customers are served by around 55,000 agents and more than 200 bank partners. Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom.

Find out more at www.prudentialplc.com Follow us on LinkedIn