Customer Service and Call Center - Plymouth, MN Customer Experience Call Coach

About the position

The Customer Experience Call Coach will be a part of the Customer Experience's Operational Excellence Team. This individual will be responsible for all aspects of coaching to optimize the overall performance of the department's licensed and registered representatives.

Responsibilities of the Customer Experience Call Coach are:

  • Developing coaching plans for the staff by engaging representatives and developing SMART goals that reflects in improved individual and division performance
  • Monitors calls in order to assess Retention Reps on their Customer Experience and Retention efforts
  • Providing feedback and guidance on performance in one-on-one and group coaching sessions
  • Coordinating, creating, and providing training to new hires
  • Continually evaluate the effectiveness of all training programs and makes recommendations for content changes based on case and call monitoring reviews and employee feedback
  • Providing feedback to the Associate Manager on representative performance for inclusion into their interim and annual performance reviews
  • Utilize data, such as customer surveys and external best practices to identify opportunities to enhance the existing coaching program
  • Support inbound retention by accepting calls from clients, agents, and brokers for a minimum of a 1/2 day per week


This position requires an individual with the following skills and attributes:

•Minimum of 3 years experience in sales or retention (Life Insurance products experience strongly preferred)
•An independent worker who flourishes in an atmosphere where innovation and change are key to future success
•Excellent communication skills (oral, written, interpersonal)
•Demonstrated ability to give and receive feedback
•Proven leadership ability - strong, respected
•Personal adaptability and a commitment to continuous learning
•Enthusiastic and has a passion for motivating, coaching and training employees
•Must obtain Series 6, 63, and MN Life and Health License (as well as all non-resident life / health licenses) within 6 months of hire.
•Flexible work hours between 8:00 am and 5:00 pm CST

The following skills and attributes are preferred, but not required:

•College degree or equivalent business experience
•Completion of additional classes on coaching / developing others
•Experience in Coaching or Training

Any applicant selected for this position will be required to submit to an extensive background screening and a credit check. Failure to comply will eliminate an applicant from consideration for this position. Any negative information obtained as a result of the background screening may result in the disqualification of the applicant from this and any other position in Prudential, including their current position if they are an internal applicant.

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 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, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at for more information about doing business with Prudential.

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