Customer Service Associate; Virtual

Customer Service Associate (Virtual) (Finance)

Job Classification:
Operations - Insurance Operations

Prudential is bringing inbound customer and financial advisor call servicing in house for a block of EWRS business previously supported by a third party provider. The EWRS Customer Service Professional is responsible for handling inbound phone calls, resolving requests at the point of call when possible, and supporting ongoing improvements to call handling and servicing efficiency.

The EWRS team is seeking professionals who are comfortable in a phone based service role and ready to take ownership of inbound customer and advisor interactions. This role supports a fast paced servicing environment and plays an important part in building a new in house service model for EWRS legacy products.

The current employee work arrangement 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.

• Comfortable handling incoming calls from customers and financial professionals
• Clear, professional, and confident in verbal communication
• Detail oriented and able to manage multiple systems during live calls
• Dependable, adaptable, and willing to learn legacy products and processes
• Willing to speak up and suggest improvements to call handling or workflows

• Handling inbound calls related to EWRS legacy Variable Annuity and Legacy SPIA products
• Providing accurate information and guidance to customers and advisors
• Taking ownership of call resolution and completing work at the point of call when possible
• Assessing requests, confirming requirements, and setting clear expectations during calls
• Accurately documenting call details and actions taken in designated systems
• Applying procedures and contractual provisions appropriately
• Supporting the transition of work from a third party provider to an internal team
• Identifying inefficiencies and contributing ideas to improve call flows and processing
• Participating in projects or initiatives to improve service quality and efficiency
• Overtime may be required at times to meet service demands

• Strong customer service experience; call center or phone based servicing experience preferred
• Excellent verbal communication and active listening skills
• Ability to work in a fast paced, performance driven environment
• Proficiency with keyboard use and Windows based applications
• Strong organization, time management, and problem solving skills
• Financial services or annuities experience is a plus, but not required
• Ability to work effectively both independently and as part of a team

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 such as 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.

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 $45,700.00 to $75,500.00. 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 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…