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Senior Disability Claims Specialist/Complaints Resolution

3 months ago

New York, New York, United States Prudential Ins Co of America Full time

Job Classification:

Operations - Insurance Operations

At Prudential, we believe talent is key to achieving our vision. When you join Prudential, you'll unlock a motivating and impactful career – all while growing your skills and advancing your profession at one of the world's leading financial services institutions

Prudential's Group Insurance, Claim Operation is seeking an experienced and highly motivated individual to join our team as a Senior Complaints Resolution Specialist. This position is a multifaceted role requiring disability claims expertise and close collaboration with departmental management, compliance and legal counsel in investigating and responding to formal inquiries from, but not limited to, Social Media sites, State Insurance Departments, or Executive Offices. This person will have the opportunity to assess the validity of complaints and identify trends to optimize the performance of the organization to include providing feedback, initiating continuous improvement, and identifying training opportunities. This individual is expected to enhance the customer experience through effective case resolution and influencing operational change to improve the overall customer experience and have some analysis and reporting responsibilities for disability and voluntary benefits complaints.

The current employee work arrangement for this position is Fully Virtual. While this 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.

What you can expect:
  • Identifies complaints from various sources and enters into tracking system to ensure timely handling in accordance with regulatory expectations
  • Investigates inquiries/complaints to determine the validity and tracks outcomes
  • Prepares accurate written response to address inquiry/complaint in compliance with internal and external guidelines
  • Provides direct feedback to appropriate parties as required based on the outcome of the investigation
  • Provides periodic updates to departmental management on outcomes of various complaints handling
  • Develop training opportunities based on trends identified over time
  • Find opportunities for continuous improvement
  • Completes regularly scheduled analysis and reporting for business
What you'll need:
  • 5+ years experience in disability claims
  • Demonstrated superior customer service skills
  • Excellent verbal and written correspondence skills
  • Successful analytical and critical thinking skills required
  • Demonstrated collaborative skills and ability to partner inter-departmentally
  • Ability to work independently to manage difficult interactions
  • Proficiency in Microsoft Office
  • Analytical and reporting experience strongly desired
  • Aptitude to learn and integrate new technology into workflow
It'd be a plus if you had:
  • Experience in voluntary benefit claims

Prudential supports all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply.

At Prudential, you can:

Take charge of your career. We equip and empower our employees to expand their skills and experience by using powerful learning, gigs, and job opportunities. We offer a suite of services such as on demand resources and networking to propel your career forward.

We're a global organization, full of outstandingly dedicated people who aren't afraid to think differently, challenge the status quo and take sensible risks along the way. You will enjoy pushing boundaries as we build innovative technology that helps clients, customers and employees live their best lives. You will have access to leadership and learning opportunities and the resources needed to take your career in any direction. We will help you do your best work, offering flexibility, while delivering on our Purpose.

What we offer you:

  • Market competitive base salaries, with a yearly bonus potential at every level
  • Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave
  • Retirement plans:
  • 401(k) plan with company match (up to 4%)
  • Company-funded pension plan
  • Wellness Programs to help you achieve your wellbeing goals, including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs
  • Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.
  • Tuition Assistance to help finance traditional college enrollment toward obtaining an approved degree, many accredited certificate programs, and industry designations.
  • Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.

To find out more about our Total Reward package, see our Total Rewards Brochure. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.

#LI-MG1

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 $90,100.00 to $134, 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 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 for more information about doing business with Prudential.

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