Senior Client Services Specialist

Job Classification:

At Prudential, we believe talent is key to achieving our vision. When you join Prudential, you will unlock a motivating and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions! 

Prudential is seeking a dynamic and customer-focused Senior Customer Excellence Specialist to join our Group Insurance Customer Excellence Team. This role is pivotal in delivering an exceptional service experience to our Premier clients by serving as the primary point of contact for resolving service inquiries and fostering strong client relationships. 

As a Senior Customer Excellence Specialist, you will take ownership of client issues—ranging from billing and eligibility to disability claims and voluntary benefits—and drive resolution through collaboration across business units. You’ll proactively identify trends, uncover educational opportunities, and address process gaps to continuously improve the customer experience. 

This is a fully virtual position, though occasional on-site presence at a Prudential office may be required based on business needs. 

Why Prudential? 
Join our thriving Customer Service Organization where innovation, collaboration, and creative thinking are encouraged. 

Experience a culture that values innovation, empowers individuals, and encourages you to think differently. At Prudential, your voice matters—and your contributions make a real impact. 

Key Responsibilities 

·       Serve as the designated contact for assigned clients, managing and resolving service inquiries with professionalism and urgency. 

·       Build and maintain strong relationships with client representatives, producers, and brokers. 

·       Focus on customer experience to deliver the best experience for our customers. 

·       Demonstrated ability to deliver accurate, dependable, and trustworthy service to our customers. 

·       Deliver consistent, high-quality service by adhering to established processes and industry standards. 

·       Analyze service trends to identify root causes and recommend proactive solutions. 

·       Collaborate cross-functionally to address process gaps and enhance the overall service experience. 

·       Provide consultative support for process improvement initiatives. 

·       Act as a positive change agent, fostering a culture of continuous improvement and customer-centricity. 

·       Manage multiple priorities effectively in a fast-paced, evolving environment. 

Qualifications 

·       3–5 years of experience in customer service or operations, preferably within Group Insurance. 

·       Strong understanding of Group Insurance products including Life, Voluntary Benefits, and Disability. 

·       Conduct on-camera calls with clients and brokers, maintaining a professional and polished presence while ensuring clear, effective communication and fostering positive engagement. 

·       Ability to solve questions from brokers, clients and distribution partners with minimal guidance 　 

·       Exceptional time management, organizational, and relationship-building skills. 

·       Strong verbal and written communication skills across all organizational levels. 

·       Proven skills in positive and effective interaction with challenging customers. 

·       High level of flexibility to adapt to the needs of the organization. 

·       Ability to drive and manage multiple and changing priorities　 

·       Proven ability to resolve complex issues independently and navigate ambiguity. 

·       Comfortable working West Coast hours, if required. 

·       Bachelor’s degree preferred; equivalent experience will be considered. 

Prudential welcomes all applicants, even if you do not meet every requirement. If your skills align with the role, we encourage you to apply. 

#LI-IN

• 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 Programs including 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.