Claims Contact Center Associate – 3pm-11pm

Prudential Financial

. Handle inbound claims-related calls for ILI and Annuities, providing accurate, timely, and compassionate customer service .

Posted 11/5/2026full-timeRemote • IrelandJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills in a contact center environment, with the ability to navigate multiple systems and provide accurate documentation while handling sensitive information. Exhibits empathy and professionalism in complex customer interactions, ensuring compliance with regulatory requirements and operational changes.

Highest-signal resume keywords

Customer Service ExperienceStrong Verbal And Written Communication SkillsResearch And Problem-Solving SkillsAttention To DetailAbility To Handle Confidential Information

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

EmpathyProfessionalismCritical ThinkingComposure Under Pressure

Industry Keywords

Claims ProcessingFinancial ServicesInsuranceContact CenterRegulatory Requirements

About the role

Key responsibilities & impact

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 using 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 appropriate claims or business partners
Recognize complex, sensitive, or higher-risk situations and escalate them appropriately
Protect confidential customer, beneficiary, and financial information by following privacy, authentication, and information-security requirements
Demonstrate empathy and professionalism when assisting beneficiaries and customers experiencing 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

Requirements

What you’ll need

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
Satisfactory references required for any offer of employment
Successful background checks required for candidates offered a position within PGIM Ireland

Benefits

Comp & perks

Health insurance through Laya and BUPA covering eligible employees’ day-to-day medical and hospital expenses
Annual Leave of 23 days at full pay
Pension Scheme with employee contributions up to 8% of salary and PGIM Ireland matching contributions up to 8% of salary
Voluntary pension contributions
Annual Bonus Programme (subject to eligibility)
Shop LK Vouchers / CleverCards, paid tax free (subject to eligibility)
Life Assurance fully paid by PGIM Ireland, with coverage from the start date and beneficiaries receiving a lump sum of four times an employee’s salary
Education Assistance Programme reimbursing eligible employees for furthering their education