Customer Service Specialist (PLUK)

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.

Aligned with our purpose for every life and for every future, we, in One Operations Make It Easy for customers and
agency partners to do business with Pru Life UK so we can build lasting and value-adding relationships with them,
so they become loyal customers for life.

The Customer Experience Specialist fulfills this purpose by partnering with agency leaders and premier agents to
drive accelerated growth to their PRU business that leads to win-win value propositions for our customers, partners,
and organization. The role is responsible in delivering agency experience related to customer operations and
customer management to drive customer loyalty and Net Promoter Scores (NPS).

1. Agency Business Partnering

• Partners with the agency leaders to determine drivers and blockers to their business and raise these to the appropriate channels or internal teams for quick and accurate resolution. \

• Strengthen the engagement with agency by building strong and trusting relationships with the agency leaders and their teams.

• Daily preparation and presentation of customer operations data of their assigned agency that demonstrates added value and working together in building the business at speed and scale.

• Bias to action in tracking and reporting the resolution of concerns raised and manages the execution of initiatives by helping align conflicting priorities among stakeholders.

• Collaborates with agency to come up with preventive measures to ensure next issue avoidance and identify possible improvement opportunities based on the feedback from customers.

• Communicates consistently and regularly with agency on the status and updates of resolutions and ensures there is closing of the feedback loop.

• Communicates, promotes and monitor adoption on process improvement initiatives.

2. Customer Success Delivery

• Supports the management team on agency experience-related matters as the main point of contact of the agency leaders and premier agents for customer operations and customer management concerns.

• Resolves simple inquiries and requests of agency about New Business, After Sales and Claims of their customers.

• Escalates complex inquiries and requests to the appropriate channels and internal teams and ensures closing by monitoring and follow-ups.

• Efficient and timely handling of feedback given by agency including detractors from the Agency NPS Survey.

• Provides a fast lane for the processing of transactions submitted by their assigned agency that differentiates service from the standard turnaround times.

• Negotiates resolutions, as needed, with agency partners while ensuring a win-win scenario for customers, partners, and organization.

• Participates in regular Customer Success Workshops or similar activities that involve deep-dive review of processes and guidelines to improve the quality and value of the customer and agency experience.

3. Operations Project Delivery

• Provides documentation and enhancement of processes, guidelines, and procedures through active participation in Operations projects.

• Provides support on writing of user stories and user acceptance testing on new system or initiatives.

• Presents data cohesively that can lead to insights and decision-making for recommendations and next action steps.

4. Compliance

• Ensure that all company policies, procedures, programs, and instruction are carried out.

• Be familiar and 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 Officer in accordance with the reporting requirements operated by the Compliance Officer. Must operate a process within his/her department to ensure that all relevant compliance matters are identified and 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.