Customer Success Engineer
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Job Location:
Baguio - Philippines
Monthly Salary:
Not Disclosed
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
Prudentials purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured for our people customers and partners. We provide a platform for our people to do their best work and make an impact to the business and we support our peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.
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.
Provides Excellent Customer Service in all Customer Centers nationwide through:
- providing accurate and timely response on product and policy related inquiries
- influence customers to utilize various digital tools.
- pre- screening of New Business Application using Front End Pre-screening Tool
- processing of Payments received at the Customer Centers
- pre-screening and processing of Aftersales Transactions (PAD Claims etc.)
- monitoring and issuance of Agents Provisional Receipts
- encoding and monitoring Post-dated checks
- providing administrative support to branch and agencies
- delivering business development activities required at the Customer centers through various Conservation activities
- handling account management in partnership and coordination with Agency Sales and Marketing
- handle relieving function to other Customer centers as needed
- providing support in the regular quality review of transactions and new initiatives
Inquiry Management
Receive and respond to inquiries and requests from customersover-the-counteror via email or phone at first contact.
Log refer providerecommendationand coordinatepossible resolutionof complex complaints to back-end office if beyond the work scopesigningand 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 complaintdeterminingthe cause of the problemselectingand explaining the best solution to solve the problemexpeditingcorrection 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 prospects budgetneedsand authority topurchase.
Classify and refer Sales Leads to Distribution those with longer term potential
NewBusinessRelatedTransactions
Receive and pre-screen new business applications using the Front-End Pre-screening tool.Ensure accuracy completenessneatnessand propriety of the applications
Receivedin accordance withthe Companys underwriting policies.
Communicate and follow up outstanding new business application requirements from agents andfacilitatesubmission to Head office.
Handle receiving of Policy Contracts from the Head office and control/maintaina 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.
After Sales Services
Receive and pre-screen all after-sales applications (e.g. claims withdrawal top-up amendments reinstatements etc.) usingChecklistof requirements.
Receive andfacilitatesubmission of complete licensing requirements of new agents.
Ensure accuracy completenessneatnessand propriety of the applicationsin accordance withthe Companys after-sales guidelines.
Process minor amendments and reinstatement application fromPhp500000.00 non-medical and standard rating only.
Compute reinstatement loanable amount premium ratedividendsand loan interest of the Policy
Provide quotations on Premium Holiday Self-liquidatingFully-paid etc. of the Policy
Prepare and sign loan repayment schedules loanstatement 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 madeover the counter(Cash and Check) and other method (ADA Credit Card etc.) from clients (egagents policyowners and representatives)
Accomplish andtimelysubmitsDaily Collection Report
Disburse petty cash fund not exceeding the limit ofPhp1500.00; prepare petty cash replenishment requests with accompanying documents / reports; control andmonitorthe petty cash fund in the branch.
Handle encoding ofPost-datedchecks (PDCs) in the Post-dated Check Monitoring System (PDC-MS).
Logthe 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 thereleasingand receiving of Corporate Giveaways and prepare the corresponding Inventory report.
Office Administration and Support
Prepare monthly compliance monitoring fraud loss information security largecashand gifts & hospitality register/reports; ensure complianceofAMLA requirements andsubmitall AMLA-relatedreportto the Compliance Officer asnecessary.
Secure business permit renewal and coordinate to Financeteamthe BIR registration of the branch as needed.
Distribute incoming mail from the Head Office for circulation to the Agency Force
Prepare supplies requisition (printed formsofficeand cleaning supplies etc.) of the branch; control and monitor office supplies budget and expenses of thebranch.
Coordinatejanitorialandmessengerialservices of thebranch.
Coordinate anyfacilities-relatedconcern toCAM.
Conduct annual inventory andmaintaina database of the Companys fixed assets at thebranch.
Provide support to the Marketing Services Group during agency trainingseminars.
Provide technical support to agents in installation and usage ofEquotes PRISM(Agency Portal)
Other customerservice-relatedduties as assigned (e.g. cross function audit)
Provide support on user acceptance testing on newsystemor initiatives.
Jira story writing for user requirements
Compliance
Ensure that all company policies proceduresprogramsandinstructionare carriedout.
Befamiliarand 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 Officerin accordance withthe reporting requirementsoperatedby the Compliance Officer. Mustoperatea process within his/her department to ensure that all relevant compliance matters areidentifiedand reported.
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex race age ethnic origin educational social and cultural background marital status pregnancy and maternity religion or belief disability or part-time / fixed-term work or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.
Required Experience:
IC
About Company
พรูเด็นเชียล ประกันชีวิต (ประเทศไทย) มุ่งมั่นที่จะช่วยให้คุณก้าวหน้าในชีวิต โดยเราให้ความใส่ใจอย่างเต็มที่เพื่อการบริการที่เป็นเลิศแก่คุณ ค้นหาวิธีที่เราจะสามารถช่วยเหลือคุณได้ที่นี่ ... View more
