Job Classification:
Sales - Sales
The Service Excellence Specialist serves as the designated contact responsible for the resolution of client service inquiries. As a designated contact, the Specialist will build a relationship with assigned client representatives. The Specialist is expected to self-solve or coordinate across the business to resolve the customer’s inquiry and identify opportunities to reduce recurrence. Service inquiries typically include but are not limited to billing, eligibility, plan design, disability claims, and voluntary benefit topics.
The Specialist will partner across the team and organization to proactively identify client trends, pinpoint educational opportunities, and process gaps that may impact the service experience. The ability to build relationships, manage multiple tasks & priorities, operate under tight time constraints, and problem solve are key attributes for success for this role. This role is customer facing; therefore, the Specialist is expected to interact directly with various levels of client representatives, producers, and brokers.
The current EWA for this position is Fully Virtual. While this position does not require your on-site presence on a regular basis, depending on business preferences, there may be occasions where you are required to be on-site at a Prudential office.
The type of individual that can be passionate about this position, and will be best positioned to succeed will:

• Deliver consistent and high-quality service to internal and external customers by following processes and procedures that meet industry standards.
• Excellent attention to detail, organization, and communications skills.
• Enjoy the challenge of working in a complex, constantly evolving, and fast-moving environment.
• Provide consultative support in the identification and development of process improvement opportunities.
• Be a positive change agent, approaching each task with a ‘can do’ attitude with a goal of motivating and inspiring those around them.
• Be able to resolve customer inquiries with little direction and be comfortable with a great deal of ambiguity; requires excellent identification, prioritization, and problem-solving skills.

Some additional qualifications for this role:

• Minimum three 3 - 5 years of relevant customer service or operations experience
• Excellent time management / organizational and relationship-building skills
• Strong communication skills (written and verbal) across all levels within the organization.
• Ability to problem solve, understand the customer’s need, and collaborate cross-functionally to influence the desired resolution outcome.
• May be required to work West Coast Hours

It’d be a plus if you had:

• Understanding of Group Insurance Life, Voluntary, and Disability products and processes
• Bachelor’s Degree

Note: Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $65,900.00 to $98,000.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills. Roles may also be eligible for additional compensation and/or 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.
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.