Prudential's Voluntary Benefits Administration Team has an exciting opportunity. We are seeking an Onboarding Specialist who will be responsible for managing the Customer Onboarding process for Voluntary Benefit Products. With a focus on delivering an outstanding customer experience, you will engage with the Voluntary Benefits team, our third-party vendor, and internal and external partners in support of our Critical Illness, Accident, and Hospital Indemnity products and future voluntary products. This position is highly visible in the organization and the successful candidate will be customer facing. Responsibilities include but are not limited to:
Accountable for delivering a successful, client centric experience across the end to end onboarding process for new and renewing customers.
Provide consultation during the sales process to influence the customers’ requirements with respect to benefit plans, enrollment options and administrative capabilities.
Responsible for evaluating and communicating Prudential’s ability to meet customer’s requirements.
Present voluntary benefit plans and capabilities to customers and brokers and work with them to obtain critical details necessary for case set-up and maintenance.
Work closely with the assigned Account Management team and various internal business partners to ensure a smooth onboarding process.
Attend and facilitate regularly scheduled meetings with the customer, broker, TPA’s, vendors, and internal subject matter experts.
Engage and leverage technical experts throughout the onboarding process to ensure all case requirements are met.
Partner with internal matrix partners to ensure timely and accurate implementation.
Provide consultative solutions and ensure details are understood so that administrative processes and system(s) are established correctly. Processes include but not limited to plan design, billing, eligibility, data exchange, medical underwriting, record keeping, claims, contracts, and financial reporting.
Develop, communicate, maintain and manage a detailed project plan for the voluntary benefits onboarding process which ensures deadlines, milestones and success criteria are met or exceeded.
Identify and manage timely and effective resolution of issues that surface during the handling of all assigned duties. Track and report implementation activity results in a “real time” fashion and conduct lessons learned at the end of each account implementation phase for continuous improvement purposes.
Maintain and build subject matter expertise for all voluntary products (i.e. Critical Illness, Accident, Hospital Indemnity, etc.), processes and system capabilities.
Assist in the training of new employees within the Voluntary Benefits organization.
Support the organization through participation in department, operational and strategic initiatives as needed.
College degree or the equivalent combination of education and business-related experience
3-5 years’ experience with Voluntary Products (Critical Illness, Hospital Indemnity or Accident)
2-3 years prior client onboarding experience
Demonstrated experience managing multiple priorities and balancing competing priorities.
Ability to consult and collaborate cross-functionally with other departments
Proactive problem-solving ability with solutions-oriented attitude
Excellent written and verbal communication skills and capable of interacting with all levels of Prudential associates
Ability to handle increasingly high volume of work in a fast paced, deadline driven environment in a calm manner
Ability to work independently and make decisions while considering client requirements and focusing on efficiency and cost effectiveness
Demonstrate strong customer focus
Superior oral and written communication skills with proven public speaking and presentation skills
Can translate daily activity into the long-term impact on Voluntary Benefits Administration Priorities.
Additional Experience (Preferred):
Prior group insurance industry experience and technical expertise to include employer/TPA
Project management experience a plus
Proficiency in MS Office (Excel, Word, Power Point)
Overnight domestic travel 25% and occasional travel on short notice is expected.
LOCATION(S): Will consider strongly qualified candidates located anywhere in the U.S.