18 days old

Senior Customer Service Associate - PHA00005

Dresher, PA 19025
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Primary Location United States-Pennsylvania-Dresher

The Senior Analyst uses advanced technical knowledge to handle complaints from various sources including executive office, media, DOI, attorney and policyholders, in accordance with established procedures. The position requires the analysis and evaluation of Individual Insurance and Annuities & Mutual Funds. The Senior Analyst will develop and formulate an appropriate customer sensitive written solution and may handle case work that is outside the norm that may require draft responses that are non-standard in nature.  Generally, the Senior Analyst will carry a case load involving multiple complex/high profile cases with overlapping due dates.  More specifically, the responsibilities include, but are not limited to:

  • Ability to speak in a customer focused manner with internal and external clients
  • Analyzing written complaints received from Policyowners and Regulators
  • Investigating the allegations presented according to prescribed procedures and making an appropriate determination within regulatory time frames
  • Applying the appropriate written correspondence to policyowners and regulators.  Ability to prepare customer focused written correspondence that is not from a template when appropriate
  • Updating of the record keeping system(s) on a consistent, timely basis
  • Proper organization and maintenance of case files
  • Communicating clearly and in a customer focused manner with Policyowners and State Regulators
  • Is customer obsessed in their approach to managing complaints, including influencing the business areas to appropriate outcomes 
  • Presenting cases to Senior Management
  • Negotiating complicated and difficult high-profile cases with other business units and regulatory agencies to obtain information for a substantive response
  • Participates in ongoing training initiatives to meet departmental goals

Responsibilities are not limited to the above and may change to accommodate workflow improvements

  • Minimum 2 years of customer service experience
  • 3 years of experience with Life Insurance and or Annuity products preferred
  • Bachelors Degree or equivalent work experience
  • Demonstrates superior customer service skills
  • Excellent verbal and written communication skills
  • Advanced analytical and critical thinking skills
  • Demonstrate proficiency of Microsoft Word and Excel
  • Ability to work independently, multitask and manage difficult interactions
  • Demonstrate effective negotiation skills
  • FINRA Series 6 required or must be obtained in 180 days upon hire
  • Overtime may be required 


@!*!Prudential is a multinational financial services leader with operations in the United States Asia Europe and Latin America. Leveraging its heritage of life insurance and asset management expertise Prudential is focused on helping individual and institutional customers grow and protect their wealth. The companys well-known Rock symbol is an icon of strength stability expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services including life insurance annuities retirement-related services mutual funds asset management and real estate services. For more information please visit www.prudential.com.

Prudential is not accepting unsolicited resumes from search firms for this open position unless contracted with Staffing. Agencies must work with Staffing as the primary point of contact and follow the Prudential application process to be considered for business. All resumes submitted by search firms to any employee at Prudential via-email Internet or directly to hiring managers in any form without a valid written search agreement in place for that position will be deemed the sole property of Prudential and no fee will be paid in the event the candidate is hired by Prudential.
Note: Any search agreement entered into with Prudential before January 2004 is null and void. Search firms are essential to the recruitment and staffing efforts at Prudential and we value the partnerships we have built with our preferred vendors. Prudential has established and regularly maintains a preferred vendor list and even preferred vendors need to have a written search agreement signed by the Director Recruiting Programs Staffing at Prudential in place for the specific position in order for a fee to be paid for any candidate referrals.
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Posted: 2020-05-15 Expires: 2020-06-27
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Senior Customer Service Associate - PHA00005

Dresher, PA 19025

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