Claims Contact Center Associate – 3pm-11pm

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

📋 Description

• Manage incoming claims-related inquiries for ILI and Annuities, ensuring accurate, timely, and compassionate service to customers.

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

• Articulate the claims procedures, documentation requirements, claim status, anticipated next steps, and relevant protocols in a clear and customer-friendly manner.

• Investigate and address inquiries utilizing various systems, contract details, claim records, procedures, and supporting documentation.

• Seamlessly navigate between ILI and Annuities products and processes while preserving accuracy and service excellence.

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

• Complete relevant service requests, referrals, and routine transactions within established authority and procedures.

• Identify any missing information, discrepancies, or cases needing further research and collaborate with the appropriate claims or business partners.

• Recognize complex, sensitive, or high-risk situations and escalate them as necessary.

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

• Exhibit empathy and professionalism when assisting beneficiaries and customers in challenging situations.

• Stay informed about products, claims processes, systems, regulatory standards, and operational updates through training and continuous development.

• Foster a collaborative contact center atmosphere by sharing knowledge, identifying recurring customer challenges, and promoting the ongoing enhancement of the claims experience.

⛳️ Requirements

• Experience in customer service, ideally within a contact center, financial services, insurance, claims, or similarly regulated sectors.

• Excellent verbal and written communication abilities, including the capacity to simplify complex information.

• Strong skills in research, problem-solving, and critical thinking.

• Proficient in navigating multiple systems and information sources while actively assisting customers.

• A demonstrated focus on detail and a commitment to precise documentation.

• Capability to manage confidential and sensitive information appropriately.

• Ability to maintain composure, empathy, and professionalism during emotionally charged or complex customer interactions.

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

• Satisfactory references are required for any employment offer.

• Successful background checks are mandatory for candidates offered a position within PGIM Ireland.

🏝️ Benefits

• Health insurance provided through Laya and BUPA to cover eligible employees’ everyday medical and hospital costs.

• Annual leave of 23 days at full pay.

• Pension scheme featuring employee contributions of up to 8% of salary, with matching contributions from PGIM Ireland up to 8% of salary.

• Option for voluntary pension contributions.

• Annual bonus program (subject to eligibility).

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

• Life assurance fully funded by PGIM Ireland, with coverage starting from the date of hire, offering beneficiaries a lump sum of four times the employee’s salary.

• Education Assistance Program that reimburses eligible employees for advancing their education.