[Hiring] Senior Customer Excellence Specialist @Prudential Financial

Role Description

This role will work between 1pm - 9pm Irish hours. Prudential is seeking a dynamic and customer-focused Senior Customer Excellence Specialist to join our Group Insurance Customer Excellence Team. This role is pivotal in delivering an exceptional service experience to our Premier clients by serving as the primary point of contact for resolving service inquiries and fostering strong client relationships.

As a Senior Customer Excellence Specialist, you will take ownership of assigned client inquiries – ranging from billing and eligibility to disability claims and voluntary benefits supporting resolution through collaboration across business units. You will also contribute observations and insights to help identify educational opportunities and process improvements to enhance the overall customer experience. This is a fully virtual position, though occasional on-site presence in our Letterkenny office may be required based on business needs.

Key Responsibilities

• Serve as the designated contact for assigned clients, managing and resolving service inquiries with professionalism and urgency.
• Conduct on-camera calls with clients and brokers, maintaining a professional and polished presence while ensuring clear, effective communication and fostering positive engagement.
• Apply a consultative and customer-focused approach to address service needs and deliver a positive experience.
• Build and maintain strong relationships with client representatives, producers, and brokers.
• Deliver consistent, high-quality service by adhering to established processes and industry standards.
• Recognize recurring issues and contribute observations and insights to support root cause analysis and improvement.
• Collaborate cross-functionally to support resolution of process gaps.
• Participate in process improvement initiatives by providing input, feedback, and execution support.
• Demonstrate openness to change and support continuous improvement efforts.
• Manage multiple priorities effectively in a fast-paced, evolving environment.

Qualifications

• 3–5 years of experience in customer service or operations, preferably within Group Insurance.
• Strong understanding of Group Insurance products including Life, Voluntary Benefits, and Disability.
• Ability to solve questions from brokers, clients, and distribution partners with minimal guidance.
• Exceptional time management, organizational, and relationship-building skills.
• Strong verbal and written communication skills across all organizational levels.
• Proven skills in positive and effective interaction with challenging customers.
• High level of flexibility to adapt to the needs of the organization.
• Ability to drive and manage multiple and changing priorities.
• Proven ability to resolve complex issues and escalate when needed.
• Comfortable working West Coast hours, if required.
• Bachelor’s degree preferred; equivalent experience will be considered.

Benefits

• Health Insurance: PGIM Ireland partners with Laya and BUPA to provide health insurance schemes that cover eligible employees' day-to-day medical and hospital expenses.
• Annual Leave of 23 days at full pay.
• Pension Scheme: Members of the scheme can contribute up to 8% of salary per annum and PGIM Ireland matches contributions up to 8% of salary. Members can also make voluntary contributions to the scheme.
• Annual Bonus Programme & Shop LK Vouchers: Along with an annual bonus, employees are rewarded with Shop LK vouchers which are paid tax-free.
• Life Assurance: Fully paid by PGIM Ireland, employees are covered from their start date and beneficiaries are provided with a lump sum of four times an employee’s salary.
• Education Assistance: PGIM Ireland has an Education Assistance Programme that reimburses eligible employees for furthering their education.