This role will work US hours covering 3pm - 11pm (Local time) based in Letterkenny. This will be a hybrid role with expectation of being on-site 1 day a week. Come join us in our state of the art office in Letterkenny as we are expanding. You will have an opportunity to join your new customer support colleagues in September 2026. What you will do The GCC Ireland Digital Solutions Specialist (Customer Support Specialist) is a digitally fluent, customer-obsessed problem solver who delivers exceptional service experiences across multiple channels—voice, chat, email, and text. This role is designed to accelerate the transition from traditional phone-based service to modern, tech-enabled solutions, supporting registered customers and driving digital adoption. Specialists resolve navigation challenges, implement feedback loops for continuous improvement, and collaborate across teams to optimize the customer journey. 12 week classroom and on the job training will be provided. Start Date: 28th September Please note this role has a training of 12 weeks until 14th December. Key

Responsibilities

Resolve customer inquiries across inbound/outbound calls, chat, and digital platforms, focusing on first-contact resolution and digital containment. Educate and guide customers on self-service tools and digital solutions, promoting digital adoption and reducing reliance on phone support. Identify and escalate friction points in the customer journey and provide actionable feedback to leadership. Use data insights to recommend and implement service improvements, leveraging AI and business intelligence tools. Support process improvement initiatives and participate in continuous feedback loops with team leads and UX Designers. Meet operational metrics and service level goals, proactively identifying opportunities for improvement. Participate in scheduled outbound calls for customer education and follow-up, supporting high-volume customers and digital engagement campaigns. May provide basic peer-to-peer training when onboarding new employees. Required Skills & Knowledge Digital Fluency: Proficient with CRM systems, AI tools, and digital platforms. Data Literacy: Ability to interpret and use data to drive service improvements. Adaptability: Quick to learn and apply new tools, technologies, and workflows. Communication Excellence: Strong verbal and written communication; empathetic and active listener. Problem-Solving Mindset: Passionate about resolving issues and helping customers. Continuous Improvement Drive: Always seeking ways to optimize tools, processes, and outcomes. Outcome-Oriented Thinking: Focused on measurable impact—containment, satisfaction, efficiency. Product Knowledge: Proficiency in multiple products and services. Success Metrics Meet Customer

Experience

Goals First Contact Resolution (FCR) 83% Rep Satisfaction 78% Ease of Doing Business (EODB) 70% *Goals Subject to change. Digital Adoption & Containment Rates Reduction in Repeat Contacts and Call Volumes Implementation and effectiveness of improvement initiatives Recommendations for improvements and identification of trends

Qualifications

Typically requires previous customer service experience, preferably in a digital or omni-channel environment. Advanced understanding of support discipline and operational processes.

Experience

with digital service tools and platforms preferred. *PGIM welcomes all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply. 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 : 23 days, increasing with service. 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. - 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. Prudential Financial, Inc. (NYSE: PRU), a global financial services leader and premier active global investment manager with approximately $1.4 trillion in assets under management as of Dec. 31, 2023, has operations in the United States, Asia, Europe, and Latin America. Prudential’s diverse and talented employees help make lives better and create financial opportunity for more people by expanding access to investing, insurance, and retirement security. Prudential’s iconic Rock symbol has stood for strength, stability, expertise and innovation for 150 years. For more information please visit news.prudential.com. Our Commitment to an Inclusive Workplace Prudential Financial, Inc. serves its customers in more than 40 countries and territories, and we seek talented, creative individuals from a variety of backgrounds, worldviews, and life circumstances to work with us. We are focused on creating a fully inclusive culture, where all employees feel comfortable bringing their authentic selves to work. We don’t just accept difference—we celebrate it, support it, and thrive on it. At Prudential, employees have a unique opportunity to build their career path by owning their development, their career, and their future. We encourage employees to hone their skills and explore continued opportunities within Prudential. PGIM, the global asset management business of Prudential Financial, Inc. (NYSE: PRU), is a global investment manager with US $1.3 trillion in assets under management as of Dec. 31, 2023. With offices in 18 countries, PGIM’s businesses offer a range of investment solutions for retail and institutional investors around the world across a broad range of asset classes, including public fixed income, private fixed income, fundamental equity, quantitative equity, real estate, and alternatives. For more information about PGIM, visit pgim.com. 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. For more information please visit news.prudential.com. PGIM Inc. (PGIM) is the principal asset management business of Prudential Financial, Inc. (PFI), a company incorporated and with its principal place of business in the United States. 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. Our Commitment to an Inclusive Workplace Prudential Financial, Inc. serves its customers in more than 40 countries and territories, and we seek talented, creative individuals from a variety of backgrounds, worldviews, and life circumstances to work with us. We are focused on creating a fully inclusive culture, where all employees feel comfortable bringing their authentic selves to work. We don’t just accept difference—we celebrate it, support it, and thrive on it. At Prudential, employees have a unique opportunity to build their career path by owning their development, their career, and their future. We encourage employees to hone their skills and explore continued opportunities within Prudential.