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Senior Client Services Specialist
Prudential Securities
Roseland, NJ, United States
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Description
Great career opportunity for a knowledgeable leader with a strong focus on institution customer service experience. This position will report to the Operations Support Team of Beneficiary Services. As a Sr. Client Service Specialist, you will collaborate across lines of business (Individual Life, Group, Annuities, and Retirement) and be responsible for administrative support to Institutional Customers accounts, sales, and distribution efforts. While day to day contacts are generally with operation leaders, claims examiners, distribution personnel, you may interface with more senior level client staff and or external clients, brokers, and agents. This position will require a good understanding of Prudential’s products and services to help facilitate requests for proposals, presentations, sales support, reporting and other client needs.
For US employees, this job is exempt and therefore not eligible for overtime.
This position can be located in our Roseland, NJ, Dresher, PA, or Jacksonville, FL locations.
Responsibilities:
• Oversee inquiries and request received in claims institutional email boxes to ensure timely resolution
• Resolve customer and distribution escalations and offer operational resolutions to deescalate any further reoccurrence
• Manage the results of institutional surveys ensuring continuous improvement and increased customer satisfaction
• Ensure timely investigation and completion of customers' concerns relating to claims handling and payment
• Develop reporting mechanisms and provide management with information that captures the emerging issues, trends, opportunities, and outcomes
• Support finalist and customer visits
• Establish strong partnerships with key stakeholders across the U.S. businesses to ensure an exceptional beneficiary experience is provided
• Serves as a consultant to other areas regarding the enhancement to, or design of, applications for new products for which the Claims area would be responsible
• Maintains a broad knowledge of specific functional processes
• Serves as a subject matter expert on claims related projects
Qualifications
• Minimum of 1-3 years of relationship management experience
• Claims experience preferred
• Excellent written and verbal communication skills
• Strong Presentation skills
• Must be able to be analytical and take initiative
• Positive and team player attitude is a must
• Strong problem solving and issues resolution skills
• Proven organization skills and the ability to manage multiple priorities while working under tight time constraints
• Works effectively with various sites; strong interpersonal skills, and flexibility in hours
• An inclusive leader who is intellectually curious and creative
• Bachelor's degree preferred
• Some travel may be required