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.
Job Description
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 from Php 500,000.00, 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
Qualifications:
- Bachelor's degree in business, technical, customer service, or any related field
- Working knowledge of MS Office applications (MS Word, MS Excel and Powerpoint)
- Working knowledge in life insurance products, processes and operations; preferably, passer of LOMA 280 and 290
- Working knowledge on core systems (e.g. Life/Asia, Imaging facility, Dow Jones, MIB, Front-end pre-screening system, Pru Access, Agency Portal etc.)
- Customer Communication skill
- Ability to communicate using positive language and etiquette, both oral and written, can mirror the language of the customer.
- Ability to write (memo, email, letter) in a clear, concise manner.
- Ability to assert company policies confidently and positively during negotiation.
- Customer Handling and Customer Focus
- Working knowledge on new business pre-screening, after-sales processing
- Ability to identify problem and determine relevant probable solutions.
- Ability to analyze and handle issues to provide the proper resolution and come up with a win-win situation for both the customer and the company.
- Ability to communicate with empathy and confidence letting customers feel their importance and trust that their concerns will be resolved accurately and in a timely manner.
- High interpersonal skill
- Ability to get along with others while getting the job done.
- Ability to work well in a team and can communicate effectively with superior, colleagues and clients.
- Knowledgeable in Human Centered Design Thinking, CEME 1.0 and CEME 2.0
- With at least one (1) year work experience in a service-oriented industry.
- Preferably with a background in a financial / insurance company.
Join a team who is always asking: what can we do better
We break down silos to improve our execution-focused approach, so we can use our advantage of scale, discover fresh perspectives, and new modalities of growth.
Prudential is an equal opportunity employer. We provide opportunities for people regardless of their gender, ethnicity, disability status, age, religion, caring responsibilities or sexual orientation. A diversity of skillsets and backgrounds enriches the organisation. Prudential believes that diversity of experience, thought and background is vital to success, both today and in the future. Click here to find out more about our diversity and inclusivity policy.
