Customer Service Associate (Remote)

Job Classification:

The Office of Servicemembers' Group Life Insurance (OSGLI) administers the Servicemembers' Group Life Insurance program (SGLI). SGLI offers life insurance products to active-duty service members, Veterans, and their families.  Prudential has been aiding our service members since 1965.   

Prudential is interviewing for the Office of Servicemembers' Group Life Insurance (OSGLI) Customer Service Center, which handles all correspondence and phone calls to and from service members, veterans, and their families.  This position is accountable for explaining benefit coverage, documenting, and investigating complaints. 
 
Prudential has been ranked by G.I. Jobs Magazine as a “Top 100 Military Friendly Employer” and we encourage veterans to apply.

The OSGLI department is located at Prudential's office in Newark, NJ. This position will work FULLY REMOTE. However, in the event the situation warrens it, such as technical issues or company sponsored events, all candidates need to be within 60 miles of one of the following Prudential offices: Newark, NJ, Fort Washington, PA, Moosic, PA, Jacksonville, FL, Hartford, CT, Shelton, CT, Portland ME & Minneapolis, MN.

Essential Job Functions:

• Provide information to policy holders, parents, spouses, and beneficiaries.
• Receive, evaluate, and answer customer inquiries which are predominately routine but may require deviation from standard screens, scripts, and procedures.
• Use computerized system for tracking, information gathering, providing information, referrals, routine transactions and/or troubleshooting. 
• Answer product, account, policy, and service inquiries, resolve problems, and promote products and services by responding verbally and/or in writing
• Assess needs and suggest/promote alternative products or services.
• Handle most calls and transactions independently, escalate calls properly when appropriate.
• Practical assimilation of Prudential’s Leadership Competencies

Qualifications

• 1-3 years of directly related customer service experience and well-developed transaction processing experience.
• College degree or equivalent business/military experience preferred. 
• Strong people skills with an ability to think like the customer.
• A passion for delivering top quality service.
• Proven record of dependability, punctual and reliable attendance is critical to the success of a fast moving, inbound service center.
• Ability to learn and retain a significant amount of technical information in a relatively short period of time.
• Receptivity to detailed performance feedback
• Proficiency with a keyboard and window-based applications, including Internet.
• Proven self-motivation skills.
• Active listening skills 
• Excellent oral and written communication skills
• Ability to excel in a team environment, as well as work well independently. 
• Excellent organization and prioritization skills

Please note: training will typically fall between the hours of 9:00am – 5:00pm Eastern Time, Monday - Friday; however, the OSGLI Customer Service Center is open from 8:00am to 5:00pm Eastern Time, Monday - Friday. To be considered, candidates must have the flexibility to be able to work either of the two shifts (7:50am – 3:50pm or 9am - 5:00pm Eastern Time) within those hours. Actual shift assignments will not be determined prior to hire.  Over-time may be mandatory during peak times. 
 

The OSGLI department is located at Prudential's office in Newark, NJ.  However, this position will work virtually, therefore new hires must be able to provide the following & all new hires who work remotely will be held accountable to these standards:

• 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 competitive base salaries, with a yearly bonus potential at every level.