Call Center and Customer Service - Moosic, PA | Dubuque, IARelationship Specialist
About the position
The Relationship Specialist (RS) role resides within Full-Service Solutions (FSS) Service Delivery. It is a professional level position requiring the ability to work independently and as part of a team.
The RS supports our client facing teams interacting with clients and/or business partners via PruHub portal, phone or email; reacting to client inquiries and requests.
The RS is responsible for performing a variety of complex administrative and analytical functions requiring an in-depth understanding of retirement plan and participant rules, regulations and impacts of processing methodologies.
Work volume examples may include but will not be limited to:
Website report inquiries, payroll indicative file updates, plan modification and amendment inquiries, account maintenance, contribution file research and processing, participant distribution and loan research/processing, payroll file reformatting
The RS is accountable to collect and share data relative to the root cause of the request enabling solution development to improve point in time customer service and eliminate reactive volume
Implements/Initiates changes within internal systems as directed by client facing teams; working knowledge of product and services and systems enables holistic care for all related components/impacts.
Executes assigned work within service level agreements contributing to positive client experience for client satisfaction and persistency.
The RS works across Service Delivery, other partners and in some cases with external business partners i.e. intermediaries, payroll vendors to resolve client issues.
May participate with client facing team in difficult conversations with clients, intermediaries, and internal business partners.
Actively participates in various business settings including team meetings and townhall sessions.
With the support of manager or client facing member, prioritizes work based on sensitivity of client relationship.
Contributes to change, new ideas and perspectives; leans in with positive intent.
Works on projects as assigned.
College Degree Preferred. Equivalent work experience will be considered
Minimum of 2 years of financial service, retirement service or similar industry experience
Basic knowledge of the retirement and competitive environment required
2+ years direct customer experience required.
Strong organizational and verbal/written communication skills essential.
Ability to multi-task and effectively prioritize a must.
Ability to maintain focus in challenging potentially ambiguous situations
Knowledge of and experience processing transactions beneficial.
Qualified candidate must demonstrate proven strong project and time mgt skills and ability to work both independently and as part of a team.
Knowledge and experience with Microsoft Office software required.
Intermediate to advanced Excel skills
Creative problem solving; holistic resolution execution skills and experience.
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, 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 email@example.com for more information about doing business with Prudential.