Claims Contact Center Associate – 3pm-11pm

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Manage inbound calls related to claims for ILI and Annuities, delivering accurate, timely, and empathetic customer service.

• Assist policyholders, beneficiaries, insured individuals, financial professionals, field partners, and internal associates throughout the claims process.

• Clarify claim procedures, documentation needs, claim statuses, anticipated next steps, and relevant protocols.

• Investigate and resolve inquiries utilizing various systems, contract details, claim records, procedures, and relevant documentation.

• Skillfully navigate between ILI and Annuities products and their processes while ensuring accuracy and quality of service.

• Thoroughly document customer interactions and actions in the specified systems with precision.

• Execute relevant service requests, referrals, and routine transactions within the established authority and guidelines.

• Identify missing details, inconsistencies, or scenarios that require further investigation and collaborate with claims or business partners.

• Recognize intricate, sensitive, or higher-risk situations and escalate them as necessary.

• Safeguard confidential customer, beneficiary, and financial information by adhering to privacy, authentication, and information security protocols.

• Exhibit empathy and professionalism while assisting beneficiaries and customers facing challenging circumstances.

• Stay updated on products, claims procedures, systems, regulatory requirements, and operational changes through training and continuous development.

• Foster a collaborative contact center atmosphere by sharing insights, pinpointing recurring customer concerns, and enhancing the claims experience.

⛳️ Requirements

• Experience in customer service, preferably in a contact center, financial services, insurance, claims, or similarly regulated sector.

• Excellent verbal and written communication skills, with the ability to convey complex information simply.

• Strong research, problem-solving, and critical-thinking abilities.

• Capability to navigate multiple systems and information sources while actively assisting customers.

• Proven attention to detail and a commitment to precise documentation.

• Competence in handling confidential and sensitive information appropriately.

• Ability to remain calm, empathetic, and professional during emotionally sensitive or complex customer interactions.

• Willingness and ability to learn and support various products and claims processes.

• Positive references contingent upon any employment offer.

• Successful completion of background checks for candidates offered a position within PGIM Ireland.

🏝️ Benefits

• Health insurance plans through Laya and BUPA covering eligible employees’ everyday medical and hospital expenses.

• Annual leave of 23 days at full pay.

• Pension Scheme with employee contributions of up to 8% of salary, matched by PGIM Ireland up to 8% of salary.

• Option for voluntary pension contributions.

• Annual Bonus Programme (subject to eligibility).

• Shop LK Vouchers / CleverCards, provided tax-free (subject to eligibility).

• Life Assurance fully funded by PGIM Ireland, offering beneficiaries a lump sum of four times an employee’s salary.

• Education Assistance Programme that reimburses eligible employees for pursuing further education.