Group Insurance Client Concierge

Support the Waiver of Premium process for current teammates and integration with disability carriers, including direct outreach to explain the process, answer questions, and resolve exceptions
Review and maintain the accuracy of all life insurance documents and communications,
Provide annual enrollment support
Support grandfathered and exception groups (such as retirees or special policyholders), handling unique situations that require personalized attention
Notify the GUL team of executive life insurance changes (additions, terms, coverage/address changes), and facilitate all related claims and communications
Coordinate and resolve escalated claim and service issues, partnering with internal teams and external contacts as needed
Conduct personalized outreach (calls or emails) to teammates when standard communications (e.g., letters) are undeliverable or require further explanation
Audit and resolve complex enrollment, eligibility, or claims discrepancies, working with internal and external resources to ensure accurate coverage and payments
Review and improve claims administration processes and documentation, ensuring best practices and alignment across locations and teams
Educate Advocate teammates through new hire orientation, program meetings and 1:1 open hours.

Educate Prudential claim managers and operations teams on Advocate's culture ensuring that all touchpoints are handled with empathy and a deep understanding of Advocate's values.
Track, analyze, and report on claim trends, customer experience metrics, and identify opportunities for continuous improvement.

Attend annual stewardship meetings to discuss the user experience
Apply critical thinking and consultative skills to influence change in people, processes, or technology to deliver the desired client experience
Participate in ad hoc projects and initiatives as assigned

Required Qualifications:
Proven experience in client service, life insurance claims, or related operational roles, with a demonstrated ability to work with teammates with empathy and sincerity.
Strong contract knowledge and familiarity with standard operating procedures and policies across life products
Excellent collaboration, communication (verbal and written), and organizational skills
Analytical skills for tracking, trending, and auditing claims and service data
Consultative approach with strong problem-solving skills in complex situations
Ability to assess situations quickly, devise solutions, and ensure execution across multiple functions and business units
Experience managing escalations and process improvements
Proficiency with CRM systems and reporting tools

Preferred Qualifications:
Bachelor's Degree or equivalent preferred
Three years in group insurance operations or claims experience preferred
Knowledge of group life insurance products (BGL, OGL, ODL, OADD, GUL) and claims processes
Experience supporting large client groups and harmonized service models
Demonstrated focus on continuous improvement and adaptability to changing needs
Excellent presentation skills and ability to facilitate meetings
Experience supporting benefits fairs and teammate education initiatives
Bilingual skills or experience supporting diverse client populations

This position requires 5-10% travel.

Why Join Us:
You will help shape a new, high-impact service model, directly influencing client satisfaction, operational excellence, and process innovation across Prudential and Advocate.

What we offer you:

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 $102,200.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

• Market competitive base salaries, with a yearly bonus potential at every level.
• Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave.
• 401(k) plan with company match (up to 4%).
• Company-funded pension plan.
• Wellness Programsincluding up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs.
• Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.
• Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.
• Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.

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. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.

Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

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.

If you need an accommodation to complete the application process, please email accommodations.hw@prudential.com.

If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance.

Client-provided location(s): Flexible / Remote, Chicago, IL

Job ID: Prudential-R-122329

Employment Type: FULL_TIME

Posted: 2025-10-23T18:40:01