Claims Contact Center Associate, Individual Life Insurance (ILI) & Annuities

This role will work between 3pm - 11pm Irish hours (Remote).

The Claims Contact Center Associate serves as a primary point of contact for customers navigating the claims process across ILI and Annuities. This role provides knowledgeable, compassionate, and accurate support to policyholders, insureds, beneficiaries, financial professionals, field partners, and internal business partners.

Under general supervision, the associate receives, evaluates, and responds to claims-related inquiries that may range from routine questions to complex situations requiring research, judgment, and coordination with other teams. The associate helps customers understand claim requirements, documentation, processing steps, status, and next actions while delivering an empathetic and professional experience, particularly during sensitive life events.

Using multiple systems and resources, the associate researches customer and contract information, documents interactions, processes applicable transactions or requests, troubleshoots issues, and ensures inquiries are appropriately resolved or referred. The role requires the ability to develop proficiency across multiple products and claims processes and to apply established procedures while recognizing situations requiring escalation or additional review.

Key Responsibilities:

Handle inbound claims-related calls for ILI and Annuities, providing accurate, timely, and compassionate customer service.
Support policyholders, beneficiaries, insureds, financial professionals, field partners, and internal associates throughout the claims journey.
Explain claim processes, documentation requirements, claim status, expected next steps, and applicable procedures in clear, customer-friendly language.
Research and resolve inquiries that may require review of multiple systems, contract information, claim records, procedures, and supporting documentation.
Navigate between ILI and Annuities products and processes while maintaining accuracy and service quality.
Document customer interactions and actions thoroughly and accurately in designated systems.
Complete applicable service requests, referrals, and routine transactions within established authority and procedures.
Identify missing information, discrepancies, or situations requiring additional research and coordinate with the appropriate claims or business partners for resolution.
Recognize complex, sensitive, or higher-risk situations and escalate them appropriately.
Protect confidential customer, beneficiary, and financial information by following established privacy, authentication, and information-security requirements.
Demonstrate empathy and professionalism when assisting beneficiaries and customers who may be experiencing the loss of a loved one or other difficult circumstances.
Maintain current knowledge of products, claims procedures, systems, regulatory requirements, and operational changes through training and ongoing development.
Contribute to a collaborative contact center environment by sharing knowledge, identifying recurring customer issues, and supporting continuous improvement of the claims experience.

Key Requirements:

Customer service experience, preferably within a contact center, financial services, insurance, claims, or similarly regulated environment.
Strong verbal and written communication skills, including the ability to explain complex information in straightforward language.
Strong research, problem-solving, and critical-thinking skills.
Ability to navigate multiple systems and information sources while actively assisting customers.
Demonstrated attention to detail and commitment to accurate documentation.
Ability to handle confidential and sensitive information appropriately.
Ability to remain composed, empathetic, and professional during emotionally sensitive or complex customer interactions.
Ability and willingness to learn and support multiple products and claims processes.

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 / CleverCards (subject to eligibility): Along with an annual bonus employees are rewarded with Shop LK Vouchers/ CleverCards 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.

Prudential Financial, Inc. (PFI) 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.

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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.

Claims Contact Center Associate (Remote 3pm-11pm) | PGIM Ireland

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Job Description