Customer Service Specialist (PLUK)

Benefits

Additional Information

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. Customer Centers are the face-to-face service channel of Pru Life UK, making it easy for clients and agents to do business with us while building trust and long-term loyalty. We deliver seamless, accurate, and timely support across the customer journey by handling both policy-related transactions and essential administrative services, ensuring that client needs are addressed efficiently and consistently. Through our Customer Centers, we create value by: - Guiding clients and agents in the use of digital tools to enhance ease of doing business - Providing clear and timely responses to product and policy inquiries - Making transactions simple, accessible, and convenient, including payments and after-sales services - Ensuring front-end quality and compliance through pre-screening of New Business and after-sales transactions - Supporting business growth and conservation through coordinated activities with Agency Sales and Marketing - Maintaining service continuity and quality standards across all Customer Centers nationwide 1. Inquiry Management Receive and respond to inquiries and requests from customers over-the-counter or via email or phone at first contact. Log, 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 Guide policyholders in the ease of enrollment and use of customer portal 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 Attracts potential customers by answering product and service questions suggesting information about other products and services Gather more in-depth information, including detailed insights into the prospect's budget, needs and authority to purchase. Classify and refer Sales Leads to Distribution those with longer term potential 2. New Business Related Transactions Receive and pre-screen new business applications using the Front-End Pre-screening tool. Ensure accuracy, completeness, neatness and propriety of the applications Received in accordance with the Company's underwriting policies. Communicate and follow up outstanding new business application requirements from agents and facilitate submission to Head office. Handle receiving of Policy Contracts from the Head office and control/maintain a record of Policy Contracts released to the Agents; encode New Business Policy Delivery Form (NBPDF) in the system. Prepare the Transmittal Report and coordinate dispatch of new business applications to Head Office. Handle the basic inquiries of Agents on digital application 3. After Sales Services Receive and pre-screen all after-sales applications (e.g. claims, withdrawal, top-up, amendments, reinstatements, etc.) using Checklist of requirements. Receive and facilitate submission of complete licensing requirements of new agents. Ensure accuracy, completeness, neatness and propriety of the applications in accordance with the Company's after-sales guidelines. Process minor amendments and reinstatement application, non-medical and standard rating only. Compute reinstatement, loanable amount, premium rate, dividends and loan interest of the Policy Provide quotations on Premium Holiday, Self-liquidating, Fully-paid, etc. of the Policy Prepare and sign loan repayment schedules, loan statement, certification for visa purposes, and other letters in answer to inquiries, complaints and follow up. Prepare the Transmittal Report and coordinate dispatch of transactions/documents to Head Office. 4. Financial related Transactions Receive, post and account payments made over-the-counter (Cash and Check) and other method (ADA, Credit Card, etc.) from clients (eg agents, policyowners, and representatives) Accomplish and timely submits Daily Collection Report Disburse petty cash fund not exceeding the limit of Php 1,500.00; prepare petty cash replenishment requests with accompanying documents / reports; control and monitor the petty cash fund in the branch. Handle encoding of Post-dated checks (PDCs) in the "Post-dated Check Monitoring System" (PDC-MS). Log the assignment, releasing, transmittal and Surrendered Provisional Receipts (PR) in the Provisional Receipt Monitoring System (PR-MS). Monitor, control the release and, inspect Provisional Receipts as surrendered by Agents. Report detected PR violations through the PR

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