Customer Service Specialist (PLUK)

We are seeking a Customer Service Specialist (PLUK) to join our team.

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.

Key Responsibilities:

• Provide excellent customer service in all Customer Centers nationwide
• Pre-screen new business applications using Front End Pre-screening Tool
• Process payments received at the Customer Centers
• Pre-screen and process aftersales transactions
• Monitor and issue agent's provisional receipts
• Encode and monitor post-dated checks
• Provide administrative support to branch and agencies
• Deliver easy experience to customers by promoting available digital tools
• Efficiently handle feedback given by customers
• Provide accurate and timely responses to product and policy-related inquiries
• Deliver business development activities required at the Customer centers
• Handle account management in partnership and coordination with Agency Sales and Marketing
• Handle relieving function to other Customer centers as needed
• Provide support in the regular quality review of transactions and new initiatives

Support Digital Initiatives

• Guide policyholders in the ease of enrollment and use of customer portal
• Promote available tools to make it easy for agents and agency leaders to do business
• Provide documentation and enhancement of processes, guidelines, and procedures

Inquiry Management

• Receive and respond to inquiries and requests from customers
• Log, refer, and coordinate possible resolution of complex complaints
• Resolve product or service problems
• Recommend resolutions including preventive measures
• Attract potential customers by answering product and service questions
• Gather more in-depth information from prospects
• Classify and refer sales leads to distribution

New Business Related Transactions

• Receive and pre-screen new business applications
• Ensure accuracy, completeness, and propriety of applications
• Communicate and follow up on outstanding new business application requirements
• Handle basic inquiries of agents on digital application

After Sales Services

• Receive and pre-screen all after-sales applications
• Ensure accuracy, completeness, and propriety of applications
• Process minor amendments and reinstatement applications
• Compute reinstatement, loanable amount, premium rate, dividends, and loan interest
• Prepare and sign loan repayment schedules, loan statements, and other letters

Financial related Transactions

• Receive, post, and account payments made over-the-counter
• Accomplish and timely submit daily collection reports
• Disburse petty cash fund
• Handle encoding of post-dated checks
• Log the assignment, releasing, transmittal, and surrendered provisional receipts

Office Administration and Support

• Prepare monthly compliance monitoring reports
• Secure business permit renewal and coordinate BIR registration
• Distribute incoming mail from the Head Office
• Prepare supplies requisition and control office supplies budget
• Coordinate janitorial and messengerial services
• Conduct annual inventory and maintain a database of company's fixed assets

Compliance

• Ensure that all company policies, procedures, programs, and instructions are carried out
• Be familiar and understand Pru Life UK Compliance Standards