Customer Service Specialist (PLUK)

About the role

Prudential is hiring a Customer Service Specialist (PLUK) in Metro Manila. The role supports clients doing business with Pru Life UK, handles customer inquiries and complaints, manages administrative functions at the Customer Center and delivers excellent service across the country's Customer Centers.

Key responsibilities

• Pre-screen and process new business applications, after-sales transactions (claims, withdrawals, top-ups, reinstatements) and payments received at the Customer Center
• Monitor and issue agent provisional receipts, encode and monitor post-dated checks, and handle account management with Agency Sales and Marketing
• Respond to customer inquiries and complaints by phone, email or in person, escalate complex complaints to the back office, and promote digital tools such as PRU Access, PRISM, PRUOne, Pulse and Pru Shoppe
• Guide policyholders in using the customer portal, classify sales leads and refer long-term prospects to distribution
• Handle financial transactions including cash and check payments, daily collection reports, petty cash disbursements and post-dated check monitoring
• Prepare loan repayment schedules, policy quotations and transmittal reports, and support quality reviews of transactions
• Prepare compliance reports, manage office supplies and inventory, and support marketing training and user acceptance testing

Required profile

• Ability to deliver accurate, timely responses to product and policy inquiries and to handle customer feedback
• Familiarity with and adherence to Pru Life UK compliance standards, with honest reporting of compliance matters to the Compliance Officer
• Ability to handle administrative and customer service duties across the Customer Center