Customer Service Specialist (PLUK)

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.

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 Monitoring System.
• Monitor the releasing and receiving of Corporate Giveaways and prepare the corresponding Inventory report.

5. 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
• Provide technical support to agents in installation and usage of Equotes, PRISM (Agency Portal)
• Other customer service related duties as assigned (e.g. cross function audit)
• Provide support on user acceptance testing on new system or initiatives.
• Jira story writing for user requirements

6. 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.