Customer Success Engineer

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.