Process Management Business Analyst, Operations at Prudential Ins Co of America in Portland, Maine

Job Description:

Our Business

For over 100 years, Prudential’s diverse and talented employees have been committed to helping customers and their families grow and protect their financial wealth through a variety of products and services, including Group Insurance. We are known for delivering on our promises and are recognized as a trusted brand and one of the world’s most admired companies.

The Business Systems Effectiveness (BSE) team is part of our Group Insurance (GI) business. We provide expert technical administration/support of the key system (Disability Claims Management System - DCMS) used by GI Disability Claims and Call Centers, and configure communications for GI Absence, ADA, Disability, Paid Leave, and Waiver of Premium (WOP) customers.  In addition, we provide expert technical support for our Absence/ADA clients during client onboarding & post implementation. 

The Team

BSE has 3 core functions – 1) DCMS Absence configuration support; 2) Customer Communications Configuration; 3) Technical DCMS administration/support.  This position will have a primary focus on DCMS Absence configuration support but can flex between the other two functions. Members of this team are located throughout the US.

The Role

The Process Management Business Analyst, Operations is a member of the Business Systems Effectiveness team within the Claims Organization. This role will primarily focus on facilitating the implementation of new customers, ongoing maintenance of in force customers, and system improvements within the claims system for the Group Insurance Absence and ADA product offerings. This is a technical business role that requires a deep Group Insurance product and claims knowledge base, along with knowledge of the onboarding process. Knowledge of the disability claim management system including inputs, screens, processing logic, output, as well as how data interfaces with other systems and upstream files/document is required.

Responsibilities include:

• Technical support of absence customers as part of new customer Implementation and acquisitions. This includes:

• Acting as SME within the Absence Case Review process to ensure that Claim Operations can administer the plan setup within system capabilities


• Supporting the process flow of all cases from the Case Review through the initial


• implementation date


• Testing of new customer setup


• Monitoring of new customer data

• Technical support of existing absence customers that require plan changes. This includes:

• Acting as SME within the Change Review process to insure that Claim Operations can administer the changes within system capabilities


• Supporting the process flow of all cases from the notification of change through implementation of the changes


• Testing of plan changes when applicable


• Management, assessment and development of Absence process improvements; communication and rollout to improve internal processes and customer experience

• Supports intake, review, and prioritization of Absence production issues.  Coordinates updates with IT partners. This includes:

• Driving through to resolution of production incidents


• Intake and resolution of system-related questions

• Supports absence related strategic initiatives, projects and the development of business and systems requirements, project plans, test plans, and innovative solutions to complex problems. This includes:

• Acting as disability claims management system SME


• Development of requirements


• Testing of enhancements


• Assist in Customer Communications activities (letter, forms, texts, emails) and claims/claims system  (DCMS) support and issues


• Assist in technical support/oversight for DCMS administration; escalation, analysis and troubleshooting of DCMS production incidents.  Conduct DCMS testing


• Maintains strong personal expertise in the technology/systems which support the process


• Nurtures an environment of high performance, empowerment, accountability, and alignment

Your Expertise

What you’ll need to succeed:

• Minimum of 1 year of related work experience in absence claims management.


• Prior experience handling complex absence customers (ex: variety of custom leaves, large

population, special handling requirements, absence rules engine, etc.)

• Familiarity with onboarding tools (ex: Customer Leave Worksheet, Plan Grid, Reporting Code

Worksheet)

• Root cause problem solving skills


• Leadership and decision-making ability


• Strong organizational and communication skills

It’d be a plus if you have:

• Bachelor’s degree

*Note: Prudential is required by Colorado law to include the salary range for this role when hiring a Colorado resident. Salary range specific to Colorado: $68,600 - $92,700 + discretionary incentive bonus + benefits.   Eligibility to participate in a discretionary annual incentive program is subject to  the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance.  In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.

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Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status , medical condition or any other characteristic protected by law. 

The Prudential Insurance Company of America, Newark, NJ and its affiliates.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.

PEOPLE WITH DISABILITIES:
If you need an accommodation to complete the application process, which may include an assessment, please call (800) 433-8960, prompt 4 or email accommodation.h&w@prudential.com.

Please note that the above number and email are solely for individuals with disabilities requesting an accommodation.  If you are experiencing a technical issue with your application or an assessment, please email careers@prudential.com to request assistance.