Job Classification:

Sales - Sales

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 assigned client inquiries – ranging from billing and eligibility to disability claims and voluntary benefits supporting resolution through collaboration across business units.  You will also contribute observations and insights to help identify educational opportunities, and process improvements to enhance the overall customer experience.  

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

Key Responsibilities

• Serve as the designated contact for assigned clients, managing and resolving service inquiries with professionalism and urgency.
• Conduct on-camera calls with clients and brokers, maintaining a professional and polished presence while ensuring clear, effective communication and fostering positive engagement.
• Apply a consultative and customer-focused approach to address service needs and deliver a positive experience.
• Build and maintain strong relationships with client representatives, producers, and brokers.
• Deliver consistent, high-quality service by adhering to established processes and industry standards.
• Recognize recurring issues and contribute observations and insights to support root cause analysis and improvement.
• Collaborate cross-functionally to support resolution of process gaps.
• Participate in process improvement initiatives by providing input, feedback, and execution support.
• Demonstrate openness to change and support continuous improvement efforts.
• 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.
• 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 and escalate when needed.
• Comfortable working West Coast hours, if required.
• Bachelor’s degree preferred; equivalent experience will be considered.

Why Prudential?

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!

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.

#LI-IN

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 $65,100.00 to $107,500.00. 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 Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs. 

• Work/Life Resources to help