Customer Service Professional (Remote Role)

Job Classification:
Operations - Insurance Operations
The Office of Servicemembers' Group Life Insurance (OSGLI) administers the Servicemembers' 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 Servicemembers' 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.
Essential Job Functions:

• 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
• Provide information to policy holders, parents, spouses, and beneficiaries
• Assess needs and suggest/promote alternative products or services
• Handle most calls and transactions independently, escalate calls properly when appropriate
• Practical assimilation of Prudential’s Leadership Competencies
• Receive, evaluate, and answer customer inquiries which are predominately routine but may require deviation from standard screens, scripts, and procedures

Qualifications

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

Please note: training will typically fall between the hours of 9:00am – 5:00pm Eastern Time, Monday - Friday; however, the OSGLI Customer Service Center is open from 8:00am to 5:00pm Eastern Time, Monday - Friday. To be considered, candidates must have the flexibility to be able to work either of the two shifts (7:50am – 3:50pm or 9am - 5:00pm Eastern Time) within those hours. Actual shift assignments will not be determined prior to hire. Over-time may be mandatory during peak times.
The OSGLI department is located at Prudential's office in Newark, NJ. However, this position will work virtually , therefore new hires must be able to provide the following & all new hires who work remotely will be held accountable to these standards:

• Subscribe to 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.
• 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.
• Use of USB wired headset with a noise cancellation feature (required for all CSP’s, optimal for all other roles)
• Reliability and Dependability throughout our extensive training program is required
• Quiet area in your home with minimal distractions and noise free.

RSRPRUD
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 $39,000.00 to $57,400.00. 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.
Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.
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 company's 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.
We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.
Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status , medical condition or any other characteristic protected by law.
The Prudential Insurance Company of America, Newark, NJ and its affiliates.
Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at [email protected] for more information about doing business with Prudential.
PEOPLE WITH DISABILITIES:
If you need an accommodation to complete the application process, which may include an assessment, please email [email protected] .
Please note that the above email is solely for individuals with disabilities requesting an accommodation. If you are experiencing a technical issue with your application or an assessment, please email [email protected] to request assistance.