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 Employee Work Arrangement (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.• Provide 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 (10:00am-6:00pm or 11:00am-7:00pm EST)It’d be a plus if you had:
• Understanding of Group Insurance Life, Voluntary, and Disability products and processes • Bachelor’s Degree preferred, but not required

At Prudential, you can:

Take charge of your career. We equip and empower our employees to expand their skills and experience by using powerful learning, gigs, and job opportunities. We offer a suite of services including 1:1 Career advice, on demand resources and networking to propel your career forward.

We’re a global organization, full of outstandingly dedicated people who aren’t afraid to think differently, challenge the status quo and take sensible risks along the way. You will enjoy pushing boundaries as we build innovative technology that helps clients, customers and employees live their best lives. You will have access to leadership and learning opportunities and the resources needed to take your career in any direction. We will help you do your best work, offering flexibility, while delivering on our Purpose.

What we offer you:

• 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.
• Retirement plans: 401(k) plan with company match (up to 4%)
• 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.
• Tuition Assistance to help finance traditional college enrollment toward obtaining an approved degree, many accredited certificate programs, and industry designations.

To find out more about our Total Reward 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.

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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.