Job Description

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 put our customers at the heart of everything that we do, by fulfilling key moments and needs, which will make them happy. Pru Life U.K. champions for life.

Interact with customers to provide information in response to inquiries about products and services, handle and resolve complaints across all available channels/touchpoints of Contact Center.

Be Customer Obsession Champions by:

• Functions as first-in-line fornon-face to facecustomer touch point and engagements.

• Providesaccurate and timely response oncustomerinquiriesand requestsbased on availablecompany’stools and resourceswithin the standard and communicated Service Level Agreements (SLAs).

• Collect’s data and performs customer data analysis to recommend value – adding, differentiated solutions/services.

• Provides customer insights from customer data collection and performs analysis of solutions, gaps, customer research and of competitor’s products andofferings.

• Resolve’s incident and issue as it arises.

• Escalates issues/concerns to theappropriateunit/squad of thecompany.

• Prepares initialassessment,Transaction Issue Cause Action Resolution needed (TICAR) endorsement and/orFacts of the Case (FOTC) analysis and recommends solutions and Next issue avoidance (NIA)

• Promotes Digital tools’ utilization to our customers.

• Ensures accurate ticketcategorization,assignment,and endorsements.

• Ensures that raised production tickets are closed within service level agreement.

• Provides updates, feedback, and resolution to the customers from time to time.

• Reviews and assesses Service Request/s raised by the business and ensures development is within committed schedule.

• Provides inputs for customer solutions powered by data analytics.

• Promotes and participates in collaborations to address common issues/concerns.

• Recommends process improvementinitiatives.

• Performsother functionschannel assignmentas may be assigned.

Personalized Service Interactions based on Customer Segment

• Performs multi-channel roles such as:

• Receives incoming Inbound Calls

• Answer incoming calls andassistcustomers with inquiries or issues.

• Resolve complaints and provideaccurateproduct or service information.

• Log all interactions in the system and follow up as needed.

• Escalate unresolved issues toappropriateteam.

• Meet performance goals for call handling and customer satisfaction.

• Facilitates Outbound call outs/care calls related to:

• • Upcoming and on-going company campaigns

  • Customer satisfaction survey

  • Transaction requirements reminder and confirmation

  • Issues and incidents solutioning

  • Giving transaction feedback and updates

  • Promotion of Digital channels and Platforms

  • Answers emails received fromCompany’smailboxes.

  • Responds to public and private messages received from the following social media channels.

  • Facebook

  • Instagram

  • X (previously known as Twitter)

  • Modifies social media messages (hides,blocksand marks as spam) based oncompany’ssocial media guidelines.

  • Validates Customer identity beforeproceedingto any transactions.

  • Updates contact informationofthe Customers.

  • Pre-screens ofsubmitteddocuments and forms priorProcessOwner and Customer Care endorsement.

  • Endorses potential leads to Process Owner

  • Provides FAQs for Brand/product campaigns.

  • Promotes Digital channels and Platforms to our Customers.

  Effective Customer Engagement

  • Drives First contact resolution.

  • Resolves and monitors customer concerns up to resolution.

  • Escalatesun-answeredconcerns and follow ups to Process Owner and Customer Care

  • Provides feedback and updates regularly and as committedwithour customers.

  • Ensurestimelyandaccuratelogging of eventsand updatesin monitoring file or ticketing system.

  Embed a customer – Obsessed Culture

  • Achievesdailysetproductivitytarget

  • Ensures quality handling of transactions, feedback, and case resolutions.

  • Ensuresthat all company policies, procedures, programs, andinstructionare carried out.

  • 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.

  • Adhereswith company’scode of ethics/discipline.

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.