Customer Service Professional (Remote)

Job Classification:

Operations - Insurance Operations

This position can be fully REMOTE following successful completion of new hire HYBRID training schedule . Training schedule will require up to 25% in our Fort Wash, PA office including the first week and will last approximately 17-20 weeks. While your 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.

Candidates must be located within commuting distance to our Fort Wash, PA office.

The Team:

Prudential aspires to make lives better by solving the financial challenges of our changing world! Our mission is to fulfill our promises to all our customers, better, bolder, and faster than expected. Our Customer Service Professionals are the first point of contact with our customers and our goal is to provide a customer centric, multi-channel, low effort experience for customers with complex financial needs.

Our Associates work in a collaborative environment assisting customers over the phone, online, and through email. This can range from troubleshooting a question on website navigation to conversations on complex scenarios. Regardless, your mission remains the same; help customers through their journey. We can’t promise it will be easy, but it will be time well spent establishing a career with an award-winning industry leader.

How You’ll Grow:

Our Customer Service Professionals are the foundation of our business. In this role, you will have exposure to multiple parts of the business which will help you learn and grow your career. Within our contact centers, we offer tiered promotional opportunities based on performance. In addition, we offer many opportunities to learn new skills and provide clear paths towards career development and advancement.

Key Responsibilities:

• Solve complex problems for customers that may require extensive research using multiple applications and tools
• Offer customer focused product and service solutions using extensive knowledge of company offerings
• Respond to inbound phone calls, emails or chats and assists customers with their questions
• Troubleshoot complex issues

Requirements and Qualifications:

• Flexibility with your schedule, although you will have a regular assigned shift
• Strong commitment to providing exceptional customer service
• Excellent verbal, written, and active listening skills
• Previous customer service experience required
• High School Diploma or equivalent required, College degree preferred
• Proficient skills with ability to multi-task between multiple computer applications.
• Must be receptive to change and detailed performance feedback

Additional Requirements :

This position will work virtually, therefore new hires must be able to provide the following:

• Reliability and Dependability throughout our extensive training program is required
• High speed internet service must be available in your area. You must be willing to troubleshoot any issues or outages with your home internet service, contacting your service provider as necessary. The internet service cannot be wireless, ( laptop must be hard wired into modem (e.g. ethernet cord)). Internet speed requirement is: 3.0 mg downstream and 768k upstream.
• 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 your home with minimal distractions and noise free.

Our Benefits:

Prudential offers a very generous compensation and benefit program including remote work options, Health, Dental and Vision care, tuition reimbursement, paid volunteer days, paid holidays, generous paid time off, 401k, and a reward and recognition plan that includes pay for performance compensation.

Our Commitment to Diversity, Equity, and Inclusion:

Diversity, equity, and inclusion are an integral part of Prudential's culture, talent management, community engagement and business strategy. We are committed to accelerating equity for all and building an inclusive and diverse environment where every team member can thrive and be their best authentic self.

We value diversity and are passionate about and focused on leading the fight against inequity. Now, more than ever, we as an organization recognize that this moment calls for us to do more to drive change and create a safe space where the voices, identities, ideas, and experiences of our community can be amplified.

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Note: 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 $41,100.00 to $61,300.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills. Roles may also be eligible for additional compensation and/or benefits. 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 organizational performance. In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.