Customer Success Engineer

Prudential Services Asia; Cebu City; On-site; PHP 335,000 - 614,000; Full time

Job summary

Prudential Services Asia in Cebu City is seeking a Customer Center representative to interact with customers, respond to inquiries about products and services, handle and resolve complaints, and manage administrative tasks at the center. You will champion digital initiatives and ensure accurate handling of daily transactions and after-sales activities.

The role focuses on providing excellent customer service across Prudential's customer centers, supporting testing of new systems, and improving

Responsibilities

• Interact with customers to provide information in response to inquiries about products and services.
• Handle and resolve complaints and manage administrative functions at the Customer Center.
• Provide Excellent Customer Service in all Customer Centers nationwide by championing digital initiatives.
• Process transactions such as pre-screening of new business transactions, posting of daily collections, and after-sales transactions.
• Support on user acceptance testing of new systems or initiatives and coordinate with back-end offices for resolutions.
• Prepare documentation and contribute to process guidelines and procedures.

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 Inquiry Management Guides policyholders in the ease of enrollment and use of customer portal Receives and respond to inquiries and requests from customers over-the-counter or via email or phone at first contact.

Logs, refer, provide recommendation and coordinate possible resolution of complex complaints to back-end office if beyond the work scope, signing and functional authority of the branch Resolves product or service problems by clarifying the customer complaint determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment following up to ensure resolution Recommends resolution including preventive measures that could be implemented to ensure next issue avoidance and identify possible improvement opportunities based on the feedback from customers.

New Business Related Transactions

Conducts end of day reconciliation of New Business Transactions. Coordinates with PRU One team any issues and concerns raised by the agent.

After Sales Services

Conducts end-of-day reconciliation of After Sales Transactions. Receives, pre-screens and process all after-sales transactions. Ensures accuracy and completeness of the applications in accordance with the Company’s after-sales guidelines. Computes reinstatement, loanable amount, premium rate, dividends and loan interest of the Policy Provides quotations on Premium Holiday, Self-liquidating, Fully-paid, etc. of the Policy Prepares and sign loan repayment schedules, loan statement, certification for visa purposes, and other letters in answer to inquiries, complaints and follow up. Approves Non- financial transaction and financial with disbursement up to Php80,000 and its dollar equivalent. Approves Certificate of Investment/Insurance up to 2M. Prepares Transmittal Report and coordinate dispatch of transactions/documents to Head Office.

Financial related Transactions

Facilitates end of day reconciliation of branch collections, petty cash and change funds. Ensure that there is no backlog and collections are deposited on time. All red flag indicators must be immediately addressed and reported.

Office Administration and Support

Prepare monthly compliance monitoring, fraud, loss, information security, large cash and gifts & hospitality register/reports; ensure compliance of AMLA requirements and submit all AMLA-related report to the Compliance Officer, as necessary Secure business permit renewal and coordinate to Finance team the 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, office and cleaning supplies, etc.) of the branch; control and monitor office supplies budget and expenses of the branch Coordinate janitorial and messengerial services of the branch Coordinate any facilities-related concern to CAM Conduct annual inventory and maintain a database of the Company’s fixed assets at the branch Provide support to the Marketing Services Group during agency training seminars Other customer service related duties as assigned (e.g. cross function audit)

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

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