Service Excellence Specialist

3+ months agoFort Washington, PA

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 Specialist to 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

Virtual work is available.

    Your Expertise
    What you'll need to succeed:
    • Minimum three (3) years of relevant customer service or operations experience
    • Strong organization skills and the ability to manage multiple priorities while working under tight time constraint
    • Ability to act consultatively to enhance the customer experience
    • Excellent written and verbal communication skills
    • Must be able to work effectively with various sites or vendors; strong interpersonal skills, ability to collaborate cross-functionally
    • Ability to have flexibility with work hours
    • Occasional travel when required (approximately 15%)
    It'd be a plus if you have:
    • Bachelors' degree
    • Understanding of Group Insurance products and processes preferred

Job ID: Prudential-SER0001Y

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