# Customer Service Specialist **Company**: Pru Life UK **Job type**: full-time **Category**: Operations **Industry**: Finance **Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Visayas/Customer-Service-Specialist_26070262?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_c3571b35-9af ## Description We are seeking a Customer Service Specialist to join our team in the Visayas region. As a Customer Service Specialist, you will interact with customers to provide information in response to inquiries about products and services, handle and resolve complaints, and perform administrative functions at the Customer Center. Responsibilities: - Provide excellent customer service in all customer centers nationwide - Champion the promotion of digital initiatives at the customer center - Efficiently handle customer feedback, including detractors from the NPS Survey - Accurately handle business transactions such as pre-screening of new business transactions, posting of daily collections, processing of after-sales transactions, and tagging of provisional receipts - Provide support in the regular quality review of transactions and new initiatives - Participate in LO projects to document and enhance processes, guidelines, and procedures - Provide support on user acceptance testing on new systems or initiatives - Write Jira stories for user requirements Inquiry Management: - Guide policyholders in the ease of enrollment and use of customer portal - Receive and respond to inquiries and requests from customers over-the-counter or via email or phone at first contact - Log, refer, provide recommendations, and coordinate possible resolution of complex complaints to back-end office if beyond the work scope, signing, and functional authority of the branch - Resolve 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, and following up to ensure resolution - Recommend resolution including preventive measures that could be implemented to ensure next issue avoidance and identify possible improvement opportunities based on feedback from customers New Business Related Transactions: - Conduct end-of-day reconciliation of New Business Transactions - Coordinate with PRU One team on any issues and concerns raised by agents After Sales Services: - Conduct end-of-day reconciliation of After Sales Transactions - Receive, pre-screen, and process all after-sales transactions - Ensure accuracy and completeness of applications in accordance with the Company's after-sales guidelines - 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 statements, certification for visa purposes, and other letters in answer to inquiries, complaints, and follow-up - Approve non-financial transactions and financial transactions with disbursement up to Php80,000 and its dollar equivalent - Approve Certificate of Investment/Insurance up to 2M - Prepare Transmittal Report and coordinate dispatch of transactions/documents to Head Office Financial related Transactions: - Facilitate end-of-day reconciliation of branch collections, petty cash, and change funds - Ensure that there is no backlog and collections are deposited on time - Address and report all red flag indicators immediately Office Administration and Support: - Prepare monthly compliance monitoring, fraud, loss, information security, large cash, and gifts & hospitality register/reports - Ensure compliance with AMLA requirements and submit all AMLA-related reports to the Compliance Officer as necessary - Secure business permit renewal and coordinate with Finance team on BIR registration of the branch as needed - Distribute incoming mail from the Head Office for circulation to the Agency Force - Prepare supplies requisition and control and monitor office supplies budget and expenses of the branch - Coordinate janitorial and messengerial services of the branch - Coordinate any facilities-related concerns 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 - Perform other customer service-related duties as assigned Persistency and Customer Retention: - Recommend other persistency and customer retention activities that will fit the needs of specific areas and branch partners - Implement area-specific persistency and customer retention activities Compliance: - Ensure that all company policies, procedures, programs, and instructions are carried out - Be familiar and understand Pru Life UK Compliance Standards and report all compliance matters openly and honestly to the Compliance Officer ## Skills ### Required - customer service - communication - problem-solving - administrative --- Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Visayas/Customer-Service-Specialist_26070262?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)