Customer Service Specialist (PLUK)

Inquiry Management

• Receive and respond to inquiries and requests from customersover-the-counteror via email or phone at first contact.
• Log referandcoordinatepossible resolutionof complex complaints to back-end office if beyond the work scopesigningand functional authority of the branch
• Resolves product or service problems by clarifying the customer complaintdeterminingthe cause of the problemselectingand explaining the best solution to solve the problemexpeditingcorrection or adjustment following up to ensure resolution
• Be ablerecommendresolutionincluding preventivemeasuresthat could be implemented toensure next issue avoidanceandidentifypossible improvementopportunitiesbased on the feedbackfrom potential customers by answering product and service questions suggesting information aboutother products and services
• Gather more in-depth information including detailed insights into the prospects budget needs and authority to purchase.
• Classify and refer Sales Leads to Distribution those with longer term potential

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 Companys underwriting policies.
• Communicate and follow up outstanding new business application requirements from agents and facilitate submission to Head office.
• Handle the basic inquiries of Agents on digital application.

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 Companys after-sales guidelines.
• Process minor amendments and reinstatement application.
• 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.

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 1500.00; 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.

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 Companys 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

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.