Job Classification:

Role Overview:
The Life Concierge is a client-facing liaison, delivering high-touch, concierge-level service to Advocate teammates, beneficiaries, and the Advocate Benefits Team. This role coordinates across Prudential’s service teams, functions, and business units to ensure an exceptional client experience throughout the life claims process. The Life Concierge also educates clients, supports operational excellence, exemplifies Prudential and Advocate cultures, proactively manages escalations and process improvements, and delivers services that require empathy, critical thinking, and nuanced problem-solving.

Key Responsibilities:

*Act as an extension of the benefits team, provide high touch service and support
* Serve as the primary point of contact for Advocate teammates, beneficiaries, and the Advocate Benefits Team on all life claims and related inquiries
* Personally facilitate claim processes on behalf of the teammates, guiding beneficiaries through life insurance claims (including death, accidental death, accelerated, and dismemberment claims) with empathy and clarity, accessing the claims systems as appropriate
* 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 yo