# Customer Success Engineer **Company**: Prudential **Location**: South Luzon **Job type**: full-time **Category**: Operations **Industry**: Finance **Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/South-Luzon/Customer-Success-Engineer_26050054-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_f87b04c7-cfb ## Description We are looking for a Customer Success Engineer to join our team. As a Customer Success Engineer, 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 include: - Providing excellent customer service in all Customer Centers nationwide - Influencing customers to utilize various digital tools - Pre-screening new business applications using Front End Pre-screening Tool - Processing payments received at the Customer Centers - Pre-screening and processing after-sales transactions - Monitoring and issuance of Agent's Provisional Receipts - Encoding and monitoring post-dated checks - Providing administrative support to branch and agencies - Delivering business development activities required at the Customer centers - Handling account management in partnership and coordination with Agency Sales and Marketing - Handling relieving function to other Customer centers as needed - Providing support in the regular quality review of transactions and new initiatives Inquiry Management: - Receiving and responding to inquiries and requests from customers over-the-counter or via email or phone at first contact - Logging, referring, providing recommendations, and coordinating possible resolution of complex complaints to back-end office if beyond the work scope, signing, and functional authority of the branch - Guiding policyholders in the ease of enrollment and use of customer portal - Resolving 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 - Attracting potential customers by answering product and service questions, suggesting information about other products and services - Gathering more in-depth information, including detailed insights into the prospect's budget, needs, and authority to purchase - Classifying and referring Sales Leads to Distribution those with longer-term potential New Business Related Transactions: - Receiving and pre-screening new business applications using the Front-End Pre-screening tool - Ensuring accuracy, completeness, neatness, and propriety of the applications - Receiving in accordance with the Company's underwriting policies - Communicating and following up outstanding new business application requirements from agents and facilitating submission to Head office - Handling receiving of Policy Contracts from the Head office and controlling/maintaining a record of Policy Contracts released to the Agents - Encoding New Business Policy Delivery Form (NBPDF) in the system - Preparing the Transmittal Report and coordinating dispatch of new business applications to Head Office After Sales Services: - Receiving and pre-screening all after-sales applications (e.g., claims, withdrawal, top-up, amendments, reinstatements, etc.) using Checklist of requirements - Receiving and facilitating submission of complete licensing requirements of new agents - Ensuring accuracy, completeness, neatness, and propriety of the applications in accordance with the Company's after-sales guidelines - Processing minor amendments and reinstatement application from Php 500,000.00, non-medical and standard rating only - Computing reinstatement, loanable amount, premium rate, dividends, and loan interest of the Policy - Providing quotations on Premium Holiday, Self-liquidating, Fully-paid, etc. of the Policy - Preparing and signing loan repayment schedules, loan statements, certification for visa purposes, and other letters in answer to inquiries, complaints, and follow-up Financial related Transactions: - Receiving, posting, and accounting payments made over-the-counter (Cash and Check) and other methods (ADA, Credit Card, etc.) from clients (e.g., agents, policy owners, and representatives) - Accomplishing and timely submitting Daily Collection Report - Disbursing petty cash fund not exceeding the limit of Php 1,500.00 - Preparing petty cash replenishment requests with accompanying documents/reports - Controlling and monitoring the petty cash fund in the branch Office Administration and Support: - Preparing monthly compliance monitoring, fraud, loss, information security, large cash, and gifts & hospitality register/reports - Ensuring compliance with AMLA requirements and submitting all AMLA-related reports to the Compliance Officer, as necessary - Securing business permit renewal and coordinating with the Finance team the BIR registration of the branch, as needed - Distributing incoming mail from the Head Office for circulation to the Agency Force - Preparing supplies requisition (printed forms, office and cleaning supplies, etc.) of the branch - Controlling and monitoring office supplies budget and expenses of the branch Compliance: - Ensuring that all company policies, procedures, programs, and instructions are carried out - Being familiar and understanding Pru Life UK Compliance Standards - Reporting all compliance matters openly and honestly to their Compliance Officer in accordance with the reporting requirements operated by the Compliance Officer ## Skills ### Required - Front End Pre-screening Tool - Jira - PRISM - Equotes --- Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/South-Luzon/Customer-Success-Engineer_26050054-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)