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Senior Client Services Specialist

February 23, 2026

Job Classification:Sales - SalesAt Prudential, we believe talent is key to achieving our vision. When you join Prudential, you will 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 is seeking a dynamic and customer-focused Senior Customer Excellence Specialist to join our Group Insurance Customer Excellence Team. This role is pivotal in delivering an exceptional service experience to our Premier clients by serving as the primary point of contact for resolving service inquiries and fostering strong client relationships. As a Senior Customer Excellence Specialist, you will take ownership of client issues—ranging from billing and eligibility to disability claims and voluntary benefits—and drive resolution through collaboration across business units. You’ll proactively identify trends, uncover educational opportunities, and address process gaps to continuously improve the customer experience. This is a fully virtual position, though occasional on-site presence at a Prudential office may be required based on business needs. Why Prudential? Join our thriving Customer Service Organization where innovation, collaboration, and creative thinking are encouraged. Experience a culture that values innovation, empowers individuals, and encourages you to think differently. At Prudential, your voice matters—and your contributions make a real impact. Key Responsibilities · Serve as the designated contact for assigned clients, managing and resolving service inquiries with professionalism and urgency. · Build and maintain strong relationships with client representatives, producers, and brokers. · Focus on customer experience to deliver the best experience for our customers. · Demonstrated ability to deliver accurate, dependable, and trustworthy service to our customers. · Deliver consistent, high-quality service by adhering to established processes and industry standards. · Analyze service trends to identify root causes and recommend proactive solutions. · Collaborate cross-functionally to address process gaps and enhance the overall service experience. · Provide consultative support for process improvement initiatives. · Act as a positive change agent, fostering a culture of continuous improvement and customer-centricity. · Manage multiple priorities effectively in a fast-paced, evolving environment. Qualifications · 3–5 years of experience in customer service or operations, preferably within Group Insurance. · Strong understanding of Group Insurance products including Life, Voluntary Benefits, and Disability. · Conduct on-camera calls with clients and brokers, maintaining a professional and polished presence while ensuring clear, effective communication and fostering positive engagement. · Ability to solve questions from brokers, clients and distribution partners with minimal guidance 　 · Exceptional time management, organizational, and relationship-building skills. · Strong verbal and written communication skills across all organizational levels. · Proven skills in positive and effective interaction with challenging customers. · High level of flexibility to adapt to the needs of the organization. · Ability to drive and manage multiple and changing priorities　 · Proven ability to resolve complex issues independently and navigate ambiguity. · Comfortable working West Coast hours, if required. · Bachelor’s degree preferred; equivalent experience will be considered. Prudential welcomes all applicants, even if you do not meet every requirement. If your skills align with the role, we encourage you to apply. #LI-IN<h1>What we offer you:</h1><h1></h1>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 $65,100.00 to $107,500.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.<ul><li>Market competitive base salaries, with a yearly bonus potential at every level. </li><li>Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave. </li><li>401(k) plan with company match (up to 4%). </li><li>Company-funded pension plan. </li><li>Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs. </li><li>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. </li><li>Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs. </li><li>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. </li></ul>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 <a href="https://jobs.prudential.com/us-en/about/work-life" target="_blank" rel="noopener noreferrer">Work Life Balance | Prudential Careers. </a>Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week. <div></div><div>Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom. </div><div>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. </div><div>If you need an accommodation to complete the application process, please email <a href="mailto:accommodations.hw@prudential.com" target="_blank" rel="noopener noreferrer">accommodations.hw@prudential.com</a>. </div><div> </div><div>If you are experiencing a technical issue with your application or an assessment, please email <a href="mailto:careers.technicalsupport@prudential.com" target="_blank" rel="noopener noreferrer">careers.technicalsupport@prudential.com</a> to request assistance.</div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

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Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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