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Senior Customer Service Associate (Remote) at Prudential Ins Co of America

Posted in Insurance 30+ days ago.

Type: Full-Time
Location: dresher, Pennsylvania





Job Description:

Job Classification:

Operations - Insurance Operations

The Senior Customer Service Associate (PMA) position is responsible for providing technical resources and support to the GI Life Contact Center associates. This position will report to a GI Life Contact Center, Associate Manager.

The successful candidate will be responsible for the following:


  • Perform process analysis to close knowledge gaps eliminating risk by designing/redesigning work flows to ensure processes are customer obsessed, effective and efficient

  • Responsible for reviewing procedures and training materials for accuracy

  • Facilitate training and lead projects

  • Candidate will provide feedback and coaching support to Customer Service Associates

  • Interacts with external customers; beneficiaries, policy holders, attorneys and Third-Party Administrators to resolve complaints or obtain information

  • Partner with Management to ensure daily service is met (i.e. Phone support)

  • Provide real-time support and coverage for Contact Center until 8 p.m. on an as needed basis

  • Provide support with technology upgrades/rollouts (P360, Intradiem, Teams etc.)

Qualifications:


  • Prior Contact Center experience

  • Experience working in Group Insurance

  • Demonstrate sound judgement and risk analysis

  • Demonstrate strong problem solving and issue resolution skills

  • Proven ability to consistently meet all production, service and quality expectations

  • Proven ability to manage multiple and changing priorities while meeting deadlines

  • Demonstrate excellent customer service skills and ability to empathize with customers

  • Strong written and oral communication skills

  • Ability to work in a fast-paced environment

  • Ability to provide feedback in a positive manner to drive development of CSPs

  • Proficient with Microsoft Office, Excel and Word

  • High level of flexibility to adapt to the needs of the team, division/organization

This is a non-exempt position

*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: $46,200-62,600 + 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

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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.





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