Senior Customer Service Representative (Remote or Hybrid) at Prudential Ins Co of America in Dresher, Pennsylvania

Job Description:

Job Classification:

Description

In this position the Customer Advocate will handle complaints from various sources including Executive office, media, Department of Insurance, attorney and policyholders, in accordance with established procedures.   The position requires the analysis and evaluation of Individual Insurance, Annuities & Mutual Funds complaints.  The Customer Advocate  will develop and formulate an appropriate response.  More specifically, the responsibilities include, but are not limited to:

• Analyzing complaints received from Policyowners and Regulators


• Ability to speak in a customer focused manner with internal and external clients


• Investigating the allegations presented according to prescribed procedures, determine the validity and tracking outcome within regulatory time frames


• Ability to prepare customer focused written correspondence


• Updating of the record keeping system(s) on a consistent, timely basis


•  Proper organization and maintenance of case files


• Communicate clearly and in a customer focused manner with Policyowners and State Regulators


• Is customer obsessed in their approach to managing complaints, including influencing the business areas to appropriate outcomes 


• Participates in ongoing training initiatives to meet departmental goals

Qualifications

• 3 years’ experience with life insurance products preferred


• Demonstrates superior customer service skills


• Excellent verbal and written communication skills


• Strong analytical and critical thinking skills


• Ability to work independently to manage difficult interactions


• Ability to effectively manage multiple tasks


• Proficiency in Microsoft Office


• FINRA Series 6 license or ability to attain within 180 days of hire

Comments

• Responsibilities are not limited to the above and may change to accommodate business needs and continuous process improvements


• Overtime may be required


• This position has a residency requirement of 2 years

*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: $49,000.00-$66,300.00 + 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.

RSRPRUD

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 email accommodations.hw@prudential.com.

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