Customer Service Associate

Job Classification

Operations - Insurance Operations

The Office of Service members' Group Life Insurance (OSGLI) administers the Service members' Group Life Insurance program (SGLI). SGLI offers life insurance products to active‑duty service members, Veterans, and their families. Prudential has been aiding our service members since 1965.

Prudential is interviewing for the Office of Service members' Group Life Insurance (OSGLI) Customer Service Center, which handles all correspondence and phone calls to and from service members, veterans, and their families. This position is accountable for explaining benefit coverage, documenting, and investigating complaints.

Prudential has been ranked by G.I. Jobs Magazine as a “Top 100 Military Friendly Employer” and we encourage veterans to apply.

The OSGLI department is located at Prudential's office in Newark, NJ.
This position will work FULLY REMOTE
. However, when the situation warrants it, such as technical issues or company sponsored events, all candidates need to be within 60 miles of one of the following Prudential offices:
Newark, NJ;
Fort Washington, PA;
Moosic, PA;
Jacksonville, FL;
Hartford, CT;
Shelton, CT;
Portland ME & Minneapolis, MN.

• Provide information to policy holders, parents, spouses, and beneficiaries.
• Receive, evaluate, and answer customer inquiries which are predominately routine but may require deviation from standard screens, scripts, and procedures.
• Use computerized system for tracking, information gathering, providing information, referrals, routine transactions and/or troubleshooting.
• Answer product, account, policy, and service inquiries, resolve problems, and promote products and services by responding verbally and/or in writing.
• Assess needs and suggest/promote alternative products or services.
• Handle most calls and transactions independently, escalating calls properly when appropriate.
• Practical assimilation of Prudential’s Leadership Competencies.

• 1-3 years of directly related customer service experience and well‑developed transaction processing experience.
• College degree or equivalent business/military experience preferred.
• Strong people skills with an ability to think like the customer.
• A passion for delivering top quality service.
• Proven record of dependability, punctual and reliable attendance is critical to the success of a fast‑moving, inbound service center.
• Ability to learn and retain a significant amount of technical information in a relatively short period of time.
• Receptivity to detailed performance feedback.
• Proficiency with a keyboard and window‑based applications, including Internet.
• Proven self‑motivation skills.
• Active listening skills.
• Excellent oral and written communication skills.
• Ability to excel in a team environment, as well as work well independently.
• Excellent organization and prioritization skills.

Training will typically fall between the hours of 9:00 am – 5:00 pm Eastern Time, Monday‑Friday; however, the OSGLI Customer Service Center is open from 8:00 am to 5:00 pm Eastern Time, Monday‑Friday. To be considered, candidates must have the flexibility to be able to work either of the two shifts (7:50 am – 3:50 pm or 9:00 am – 5:00 pm Eastern Time) within those hours. Actual shift assignments will not be determined prior to hire.

Overtime may be mandatory during peak times.

The OSGLI department is located at Prudential’s office in Newark, NJ. However, this position will work virtually. All new hires who work remotely must meet the following standards:

• Subscribe to an internet service provider plan with at least 25 Mbps download speeds. You must be willing to troubleshoot any issues or outages with your home internet service, contacting your service provider as necessary. Wired Ethernet (connected into router or Wi‑Fi extender or MESH) – NOT connecting computer over Wi‑Fi.
• Use a USB‑wired headset with a noise‑cancellation feature (required for all CSP’s, optimal for all other roles).
• Must have the capability to handle calls with a cell phone (would need to have unlimited data and minutes) or a landline. Your personal phone number will not be identified to customers.
• Quiet area in…