Call Center and Customer Service - Roseland, NJ Customer Service Professional - Call Center

About the position

The Office of the 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 is interviewing for the Office of the 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:
• 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 and escalate calls properly when appropriate


  • Typically 1-3 years of directly related customer service experience and well developed transaction processing experience

  • College degree or equivalent business/military experience is 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

  • Customer Service knowledge is a plus with a focus on MAGIC principles

  • Ability to learn and retain a large amount of technical information in a relatively short period of time

  • Receptivity to details and frequent performance feedback

  • Proficiency with a keyboard and window-based applications, including the Internet

  • Proven self-motivation skills

  • Excellent oral and written communication skills

  • Ability to excel in a team environment, as well as work independently

  • Excellent organization and prioritization skills

  • Ability to work from home when needed. Upon the successful completion of training and meeting all operational metrics, an alternate work schedule is possible allowing one day a week at home. Associates are expected to have the technology and resources available at home to be able to perform all the functions of their job when the business requires them to work from home.

Any applicant selected for this position will be required to submit to a background screening, including a criminal and credit check, conducted by the Department of Veterans Affairs as a condition of employment in the Office of Service members' Group Life Insurance. An applicant's refusal or failure to comply with this requirement will cause the applicant to become ineligible for this position. In addition, an applicant's failure to pass the Department of Veterans Affairs background screen may result in disciplinary action up to and including the termination of employment.

Training will typically fall between the hours of 9 am - 5 pm, Monday - Friday; however, the OSGLI Customer Service Center is open from 8am to 5pm, Monday - Friday. To be considered, candidates must have the flexibility to be able to work either of the two shifts (7:50am - 4pm or 9am -5:00pm) within those hours. Actual shift assignments will not be determined prior to hire.

The OSGLI department is located at Prudential's office in Roseland, NJ. This is not a virtual position, although an alternate work arrangement is possible for successful associates.

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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