Senior Customer Excellence Specialist (Remote)
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.
What we offer you
• Health Insurance: PGIM Ireland partner 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 have an Education Assistance Programme that reimburses eligible employees for furthering their education.
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PGIM Ireland is proud to be an equal opportunity employer and is committed to equal employment opportunity regardless of applicants’ gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the traveler community. PGIM Ireland's aim is to hire the best people for the open roles and all appointments will be made on merit.
Any offer of employment made by PGIM Ireland will be contingent on receiving satisfactory references. Applicants should be aware that background checks will be carried out on all candidates offered a position within PGIM Ireland.
Skills Required
- 3–5 years of experience in customer service or operations
- Strong understanding of group insurance products, including life, voluntary benefits, and disability
- Ability to resolve questions from brokers, clients, and distribution partners with minimal guidance
- Exceptional time management and organizational skills
- Strong relationship-building skills
- Strong verbal and written communication skills
- Ability to interact positively and effectively with challenging customers
- Flexibility to adapt to organizational needs
- Ability to manage multiple and changing priorities
- Ability to resolve complex issues and escalate when needed
- Comfort working West Coast hours if required
- Bachelor’s degree or equivalent experience
PGIM Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PGIM and has not been reviewed or approved by PGIM.
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Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision options, complemented by behavioral health programs and wellness reimbursements. On-site fitness centers and health coaching further support physical and mental well-being.
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Retirement Support — Retirement programs feature a 401(k) with company match and a company-funded pension, with access to an employee stock purchase program. Student loan repayment assistance and savings plans add to long-term financial support.
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Wellbeing & Lifestyle Benefits — Work-life balance is reinforced by flexible/hybrid work options, paid holidays and sick allowances, and amenities like gym access, free parking, and an affordable cafeteria in some locations. Tuition reimbursement, commuter benefits, and broad work/life resources extend lifestyle support.
PGIM Insights
What We Do
PGIM, the investment management business of Prudential Financial, Inc.* is a multi-manager that delivers industry-leading strategies and solutions to clients. Each business maintains its own investment process and culture, allowing for a singular focus on delivering investment returns for clients. The PGIM businesses offer investors a wide range of investment strategies across asset classes and geographies, including public equities, public and private fixed income, commercial mortgages and real estate. Clients of PGIM can rely on superior long-term performance, risk management expertise and innovative products to help them realize a wide range of business objectives. In addition, PGIM uses its collective knowledge and business expertise to work with public, private and non-profit sector partners to create solutions that address critical social issues that have an enduring impact. *Prudential Financial, Inc. of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom.
