At Prudential, we make lives better by solving the financial challenges of our changing world. Bring your experience and unique insights to a collaborative culture focused on meeting our customer needs!
Enabling Solutions is transforming our Enterprise-wide operating model to be a customer-obsessed organization that inspires all our employees to be bold and better in all that we do.
The U.S. Back Office Customer Service (BOCS) organization is seeking a Claims Examiner to join our Group Life Claim Team of Beneficiary Fulfillment on our Specialized Client Concierge Team. Our Concierge Team strives to be customer obsessed by providing a “white glove” service throughout the life of the claim. This involves making outbound calls and providing a proactive approach to bring resolution to each claim. This is a high touch service model where you will be interacting daily with beneficiaries and families during a difficult time of loss. Customer Service skills, Empathy, and a willingness to help others are key skills for a successful candidate in this role.
The successful candidate will be trained to adjudicate life insurance claims for Group Insurance with a focus on accuracy, timeliness, and appropriate decision making. The candidate will also be trained to answer phone calls in order to assist beneficiaries and family members through the claim process. During in-classroom and on-the-job training, the incumbent will learn how to navigate our claim system, learn about our products, policies, and procedures and how to assist our customers at a time of critical need.
The successful candidate will be responsible for effectively adjudicating claims to meet production, quality, and service metrics in accordance with policy/procedures and regulatory guidelines. This entails working with both internal and external partners to obtain information required for claim handling. The center is open from 8:00am to 7:00pm Eastern Time Monday through Friday. To be considered, candidates must have the flexibility to be able to work any of the shift times within those hours. Actual shift assignments will not be determined prior to hire. The Claims Examiner also:
Key Responsibilities
- Reviews claims and extracts information for processing
- A portion of the day will be staffed to an incoming call line in order to assist beneficiaries and family members with questions and claim status
- Be flexible and available for evening phone coverage on a rotating basis
- Collects and processes death and life disability waiver claims
- Verifies, corrects, and completes claims information by telephone, letter, or personal contact
- Conducts investigations and gathers supporting documentation on claims
- Calculates benefits payable
- Approves (to a specified amount) or denies claims in accordance with established procedures
Qualifications:
The characteristics below describe our ideal candidate
Entrepreneurial Mindset
- Future State Vision, Present Day Action – Able to keep the long run goals in sight while tackling and overcoming the day-to-day deliverables and challenges.
- Creative Problem Solver – Evaluates situations from all angles, does not shy away from out of the box solutions that have not been attempted before.
- Motivated Self Starter – Enthusiastic about tackling challenges and leads the way on getting the ball rolling.
Versatile Communicator and Collaborator
- Flexible and Adaptable – Able to flex their style of communication and find new ways to partner to build a cohesive team and maintain progress.
- High Awareness – Understands how different individuals and groups will react to changes and anticipates future.
- Persuasive – Able to get team members and business partners on board with the vision and execution of transformation objectives.
Intelligent Risk Taker and Decision Maker
- Intelligent Risk Taker – Evaluates situations, understands the challenges, takes the necessary risks to get tasks completed.
- Decisive – Can make decisions that will be instrumental in moving work forward.
- Takes Ownership – Takes responsibility for one’s work as if it was their own business.
Low Ego Leadership
- Authentic, Thoughtful, Fair, and High Integrity – Treats everyone as equal, listens to different perspectives, and establishes an inclusive environment.
- Optimistic – Remains positive and inspiring during difficult situations and drives others to be a part of the solution.
- Embraces Humility – Understands that this job is not about knowing the right answer, it's about finding the right answer.
We also prefer:
- Bachelor's degree or equivalent years of industry experience preferred
- Working knowledge of Life or Disability Claims is a plus
Additional Information:
This position will work virtually, therefore new hires must be able to provide the following:
- Subscribe to internet service provider plan with at least 25 Mbps download speeds. You must be willing to troubleshoot any issues or outages with your home internet service, contacting your service provider as necessary. Wired Ethernet (connected into router or Wi-Fi extender or MESH), NOT connecting computer over Wi-Fi.
- Use of USB wired headset with a noise cancellation feature (required for all CSP’s, optimal for all other roles)
- Must have the capability to handle calls with a cell phone (would need to have unlimited data and minutes) or a landline. Your personal phone number will not be identified to customers.
- Quiet area in your home with minimal distractions and noise free.
- Reliability and Dependability throughout our extensive training program is required
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 including 1:1 Career advice, 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 driven 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%)
- 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.