Senior Service Excellence Specialist

Job Classification:
Sales - Sales

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 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 Role

Prudential’s Group Insurance (GI) Service Excellence Team is seeking a Service Excellence Specialistto provide dedicated service support to GI Account Management and clients in their assigned book of business. The incumbent will be responsible for interfacing with GI Distribution offices daily by providing customer support through partnership on an assigned book of business. This position is focused on the resolution of escalated and transactional customer submitted inquiries through active collaboration with internal service functions. Incumbent will also be required to proactively identify trends, pinpoint educational service opportunities, and internal process gaps within internal administrative systems for analysis. Incumbent must have the ability to operate under tight time constraints and possess the ability to manage multiple competing priorities. In addition, you will be expected to:
  • Act as a liaison to facilitate the resolution of customer submitted inquiries between GI Distribution, internal partners, customers, and producers to drive positive customer experiences
  • Be accountable for the resolution of producer and/or customer inquiries which may entail compliance, regulatory, or procedural risks to the organization
  • Input, track, and manage the closure of customer inquiries within internal administrative systems
  • Participate in meetings with internal business partners to provide consultative support in the identification of process gaps and enhancement opportunities


This position is available to on-site and remote employees.

Your Expertise

What you’ll need to succeed:
  • Minimum three years of relevant customer service or operations experience
  • Strong organization skills and the ability to manage multiple priorities while working under tight time constraint
  • Act consultatively to enhance the customer experience
  • Case Ownership Mentality with the ability of critical thinking
  • Identify and implement process enhancement & opportunities through daily activities and project initiatives to improve internal and external experiences
  • Must be able to work effectively with various sites or vendors; strong interpersonal skills, ability to collaborate cross-functionally
  • Excellent written and verbal communication skills
  • Flexibility with work hours, workload management, and driving case resolution
  • Occasional travel when required (approximately 10%)


It’d be a plus if you have:
  • Bachelors’ degree
  • Understanding of Group Insurance products and processes preferred
  • Proficiency in Microsoft Products (Excel, Word, PowerPoint, Access)


*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: $61,600 - $83,500 + 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.

Scottsdale, Arizona, United States of America

R-103165