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 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 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 scope,signingand 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 problem,selectingand explaining the best solution to solve the problem,expeditingcorrection 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,needsand 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, completeness,neatnessand propriety of the applications

• Receivedin accordance withthe Company’s 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, completeness,neatnessand propriety of the applicationsin accordance withthe Company’s after-sales guidelines.

• Process minor amendments and reinstatement application fromPhp500,000.00 ,non-medical and standard rating only.

• Compute reinstatement, loanable amount, premium rate,dividendsand loan interest of the Policy

• Provide quotations on Premium Holiday, Self-liquidating,Fully-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 ofPhp1,500.00; 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 compliance of AMLA requirements andsubmitall AMLA-related report to the Compliance Officer, as necessary

• 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 forms,officeand cleaning supplies, etc.) of the branch; control and monitor office supplies budget and expenses of the branch

• Coordinate janitorial andmessengerialservices of the branch

• Coordinate any facilities-related concern to CAM

• Conduct annual inventory andmaintaina database of the Company’s 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 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, procedures,programsand instruction are 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.

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.