Temporary Full-time

PBS Operations Call Centre

Gweedore Co Donegal

The role of the customer service team is to answer calls from Prudential clients, financial professionals and Broker dealers, regarding any queries they may have on their Prudential products.  Certain teams process financial transactions such as the redemption or exchanging of shares.  Other teams provide online technical support, assisting callers with logging in to view account/policy details online. 

The specific duties for this role includes Technical support for online access servicing Prudential Customers.  Password reset, Registration & Navigational support will be a large contributor to the calls being serviced

Under general supervision, performs moderately complex transaction processing work.  Identifies and resolves problems in a timely fashion following established guidelines. Handle various types of inquiries and transactions related to new and existing Prudential accounts via telephone; Incumbents have a good understanding of their specific product or functional area and are flexible in attitude. Assists in the resolution of customer complaints to drive high levels of customer satisfaction.

The hours of operation for this team range from the following:

Monday – Friday -> 1pm to 3am GMT

Saturday -> 3pm to Midnight GMT

Sunday -> 4pm to 9pm GMT . 

All resources will be required to work on a rotational shift basis (bi-weekly or monthly). 

Any resources working after 9pm receives a 10% shift premium. 

Any resources working after midnight receives a 20% shift premium

 

SUMMARY OF DUTIES:

Below outlines the main areas of responsibility:

  • Take incoming calls from Prudential’s clients - Account owners, Prudential Financial Advisors and Third-Party Brokers. (Outgoing calls to these clients is also a function of the role)
  • Provide account maintenance, account information, assist with online access, process exchanges and redemptions and deal with general account queries
  • Strives to exemplify Prudential’s core value of providing World Class customer service in every customer interaction.
  • Undertakes transaction-processing responsibilities following standard operating procedures for each transaction type.
  • Handles requests/problems for customers; investigates the situation, determines appropriate course of action (with manager’s approval, if situation warrants), and follows through with the customer on resolution.
  • Responsible for a possessing a high level of technical knowledge regarding components of products that are serviced by Operations.
  • Uses computerized system for tracking, information gathering, providing information, referrals, and routine transactions and/or troubleshooting.
  • Meets or exceed daily productivity standards in line with set quality standards.
  • Attains all transaction processing quality standards and meets all service level timelines.
  • Motivates and supports co-workers to attain team and department goals
  • Uses feedback from others to identify opportunities for continual performance improvement

KNOWLEDGE & SKILLS REQUIREMENTS

  • 6-12 Months Customer service experience required
  • Administration experience
  • Good communication skills
  • Numerical skills
  • Flexibility/Adapting to change
  • Demonstrate initiative and drive for results
  • Good organizational skills and time management
  • Good communication skills
  • Attention to detail and accuracy
  • Ability to work in a team and independently 
  • Computer Literate
  • Teamwork and Cooperation

Background Requirements (Education/qualifications/previous experience, etc.)

  • Leaving certificate, ECDL, FAS or VEC qualification
  • Relevant previous experience an advantage
  • Previous Mutual Funds experience advantageous
  • Previous call center experience desirable