Customer Success Engineer
Job Location:
Cebu - Philippines
Monthly Salary:
Posted on:
Vacancies:
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 by:
- Championing the promotion of digital initiatives at the customer center.
- Efficient handling of feedback given by the customers including detractors from the NPS Survey.
- Accurate handling of business transactions such as pre-screening of new business transactions posting of daily collections processing of after sales transactions and tagging of provisional receipts.
- Providing support in the regular quality review of transactions and new initiatives
- Providing documentation and enhancement of processes guidelines and procedure through active participation in LO projects.
- Providing support on user acceptance testing on new system or initiatives.
- Writing Jira story for user requirements
Inquiry Management
Guidespolicyholders in the ease of enrollment and use of customer portal
Receivesandrespondto inquiries and requests from customersover-the-counteror via email or phone at first contact.
Logs refer providerecommendationand coordinatepossible resolutionof complex complaints to back-end office if beyond the work scopesigningand functional authority of thebranch
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 ensureresolution
Recommends resolution including preventive measures that could be implemented to ensure next issue avoidance andidentifypossible improvementopportunities based on the feedback from customers.
NewBusinessRelatedTransactions
Conducts end of day reconciliation of New Business Transactions.
Coordinateswith PRU Oneteamany issues and concerns raised by the agent.
After Sales Services
Conducts end-of-day reconciliation of After Sales Transactions.
Receivespre-screensand processall after-salestransactions.
Ensuresaccuracyandcompleteness of the applicationsin accordancewiththe Companys after-sales guidelines.
Computesreinstatement loanable amount premium ratedividendsand loan interest of the Policy
Providesquotations on Premium Holiday Self-liquidatingFully-paid etc. of the Policy
Preparesand sign loan repayment schedules loanstatement certification for visa purposes and other letters in answer to inquiries complaints and follow up.
ApprovesNon- financialtransactionand financialwith disbursementup to Php80000 and its dollar equivalent.
ApprovesCertificate of Investment/Insurance up to 2M.
PreparesTransmittalReport and coordinate dispatch of transactions/documents to Head Office.
Financial related Transactions
Facilitatesend of dayreconciliation ofbranch collections petty cash and changefunds. Ensure that there is nobacklogand collections are deposited on time. All red flag indicatorsmust beimmediatelyaddressed and reported.
Office Administration and Support
Prepare monthly compliance monitoring fraud loss information security largecashand gifts & hospitality register/reports; ensure compliance of AMLA requirements andsubmitall AMLA-related report to 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
Coordinate janitorial andmessengerialservices of thebranch
Coordinate any facilities-related concern toCAM
Conduct annual inventory andmaintaina database of the Companys fixed assets at thebranch
Provide support to the Marketing Services Group during agency trainingseminars
Other customerservice relatedduties as assigned (e.g. cross function audit)
Persistency and Customer Retention
Recommends other persistency and customer retention activities that will fit the needs of their specific areas and branchpartners
Implements area-specific persistency and customerretention
Compliance
Ensure that all company policies proceduresprogramsand instruction are carriedout
Befamiliarand understandPruLife 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
