Senior Account Specialist
About The Position
For 150 years, Prudential has empowered customers and their families to grow and protect their wealth. We’re recognized for our integrity and our commitment to delivering on our promises. Senior Account Specialist – Disability Claims Who We’re Looking For You thrive in a fast-paced, customer-first environment—balancing empathy with data-driven action. As a trusted partner to our key Group Insurance clients, you combine deep product knowledge with digital fluency to deliver seamless, high-impact experiences. What You’ll Do Role will be required to Support Disability and Absence Products Serve as the primary escalation and solutions partner for a flagship client, driving resolution and continuous improvement across the end-to-end claims journey. Lead root cause analysis after escalations, update SOPs, and champion best practices to prevent future issues. Analyze trends using customer feedback tools (e.g., Medallia) and call listening, turning insights into actionable improvements. Collaborate cross-functionally with Contact Centers, Claims, and other business units to unlock efficiencies and elevate the customer experience. Own key metrics—NPS, EoDB, CSAT—and drive continuous improvement, reporting progress and opportunities to internal stakeholders. Deliver audit support, lead post-audit debriefs, and ensure readiness for quarterly reviews. Act as a customer experience advocate: deliver policy reviews, facilitate culture training, and build trust with clients and beneficiaries. Participate in stewardship and customer meetings, representing the voice of the customer and Prudential’s commitment to service excellence.
Requirements
- Proven expertise in claims or service operations, with a strong grasp of contracts, policies, and business processes.
- Digital mindset—comfortable with analytics, reporting tools, and quickly adapting to new technologies.
- Creative, solutions-oriented problem solver who thrives in ambiguity and drives change collaboratively.
- Authentic leader who models optimism, fairness, and inclusion; able to influence at all levels and remain positive under pressure.
- Exceptional communicator—clear, concise, and able to tailor messaging to diverse audiences.
Nice To Haves
- Experience leading process improvements, navigating tight deadlines, and surfacing opportunities in dynamic environments.
- Passion for continuous learning and sharing best practices across teams.
Responsibilities
- Support Disability and Absence Products
- Serve as the primary escalation and solutions partner for a flagship client, driving resolution and continuous improvement across the end-to-end claims journey.
- Lead root cause analysis after escalations, update SOPs, and champion best practices to prevent future issues.
- Analyze trends using customer feedback tools (e.g., Medallia) and call listening, turning insights into actionable improvements.
- Collaborate cross-functionally with Contact Centers, Claims, and other business units to unlock efficiencies and elevate the customer experience.
- Own key metrics—NPS, EoDB, CSAT—and drive continuous improvement, reporting progress and opportunities to internal stakeholders.
- Deliver audit support, lead post-audit debriefs, and ensure readiness for quarterly reviews.
- Act as a customer experience advocate: deliver policy reviews, facilitate culture training, and build trust with clients and beneficiaries.
- Participate in stewardship and customer meetings, representing the voice of the customer and Prudential’s commitment to service excellence.
Benefits
- 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.
- 401(k) plan with company match (up to 4%).
- Company-funded pension plan.
- Wellness Programs 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.
- Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
