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Job Classification:

Role Overview:

This role serves as the main link between our client and Prudential operations, helping claims, leave processes, and system/data issues run smoothly. The work centers on resolving inquiries, troubleshooting data exchanges, supporting managers and stakeholders, improving processes, tracking operational issues, and reporting on performance. It also includes regular partnership meetings, escalation support, quarterly performance guarantee support, and occasional presentations, audits, and onboarding support for new hires.
Key Responsibilities:

• Serve as a key liaison between the customer's benefits team and Prudential operational teams, supporting system integration, data process flows, and issue resolution.

• Support claims and leave administration by resolving data exchange issues, addressing program questions, guiding claim inquiries, and responding to requests related to claims, coverage verification, contact information, and documentation.

• Partner with customer stakeholders, including Human Resource Benefit Consultants and managers, to troubleshoot systems, resolve data discrepancies, and address issues related to claim and program management.

• Identify employee and manager pain points within the Prudential-managed leave process and recommend targeted enhancements to improve clarity, responsiveness, and the overall employee experience.

• Drive process improvement opportunities that strengthen alignment, operational efficiency, and service delivery between the customer and Prudential.

• Collaborate with the Relationship Manager, Concierge Team, Account Management, and internal business partners to address escalations, monitor emerging trends, and support timely resolution of issues.

• Participate in partnership meetings and operational check-ins, review reports, and compile dashboards and performance results to support service oversight and account management.

• Contribute to presentations, customer meetings, new hire onboarding, and system or reporting audits, as needed.

Required Qualifications:

• Excellent communication skills, including direct interaction with customers and the ability to tailor messages based on the customer needs

• Strong analytical and problem-solving skills working on data integration projects

• Excellent interpersonal skills with the ability to build and cultivate partnerships with Group Insurance customers, their technology partners, TPA's and internal business partners

• Proven track record of delivering results, with the ability to meet deadlines in a fast-paced environment

• Demonstrated ability to perform data quality assessment and data testing

• Ability to work independently, prioritize deliverables and drive to solutions

• Experience with Text, CSV / fixed width file formatsdesired

• Expertise on claims and/or timekeeping systems is highly desired

• Knowledge of Group Insurance products highly desired

• Ability to build new and mature existing business processes to be used by others is highly desired

• Working knowledge of APIs and SSO highly desired

• Bachelor's degree or equivalent work experience

Preferred Qualifications:

• Three years in group insurance operations or claims experience preferred

• Knowledge of group life insurance products (BGL, OGL, ODL, OADD, GUL) and claims processes

• Experience supporting large client groups and harmonized service models

• Demonstrated focus on continuous improvement and adaptability to changing needs

• Excellent presentation skills and ability to facilitate meetings

• Bilingual skills or experience supporting diverse client populations

This position requires 5-10% travel.

Why Join Us:
You will help shape a new, high-impact service model, directly influencing client satisfaction, operational excellence, and process innovation across Prudential and Advocate.

• 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.

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. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.