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

one. 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

two. 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.

Customer Service Specialist (PLUK)