Customer Success Engineer

Prudential’s 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 people’s 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 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 - 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 customers   over-the-counter   or via email or phone at first contact.   Log, refer, provide   recommendation   and coordinate   possible resolution   of complex complaints to back-end office if beyond the work scope,   signing   and 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 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   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 prospect’s budget,   needs   and authority to   purchase .   Classify and refer Sales Leads to Distribution those with longer term potential   New   Business   R elated   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 Company’s underwriting policies. Communicate and follow up outstanding new business application requirements from agents and   facilitate   submission to Head office.   Handle receiving of Policy Contracts from the Head office and control/ maintain   a 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.) 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 Company’s after-sales