[Hiring] Claims Contact Center Associate @Prudential Financial

Role Description

The Claims Contact Center Associate serves as a primary point of contact for customers navigating the claims process across Individual Life Insurance (ILI) and Annuities. This role provides knowledgeable, compassionate, and accurate support to:

• Policyholders
• Insureds
• Beneficiaries
• Financial professionals
• Field partners
• Internal business partners

Under general supervision, the associate:

• Receives, evaluates, and responds to claims-related inquiries.
• Helps customers understand claim requirements, documentation, processing steps, status, and next actions.
• Delivers an empathetic and professional experience, particularly during sensitive life events.
• Researches customer and contract information, documents interactions, processes applicable transactions or requests, troubleshoots issues, and ensures inquiries are appropriately resolved or referred.
• Develops proficiency across multiple products and claims processes.
• Applies established procedures while recognizing situations requiring escalation or additional review.

Key Responsibilities:

• Handle inbound claims-related calls for ILI and Annuities, providing accurate, timely, and compassionate customer service.
• Support policyholders, beneficiaries, insureds, financial professionals, field partners, and internal associates throughout the claims journey.
• Explain claim processes, documentation requirements, claim status, expected next steps, and applicable procedures in clear, customer-friendly language.
• Research and resolve inquiries that may require review of multiple systems, contract information, claim records, procedures, and supporting documentation.
• Navigate between ILI and Annuities products and processes while maintaining accuracy and service quality.
• Document customer interactions and actions thoroughly and accurately in designated systems.
• Complete applicable service requests, referrals, and routine transactions within established authority and procedures.
• Identify missing information, discrepancies, or situations requiring additional research and coordinate with the appropriate claims or business partners for resolution.
• Recognize complex, sensitive, or higher-risk situations and escalate them appropriately.
• Protect confidential customer, beneficiary, and financial information by following established privacy, authentication, and information-security requirements.
• Demonstrate empathy and professionalism when assisting beneficiaries and customers who may be experiencing the loss of a loved one or other difficult circumstances.
• Maintain current knowledge of products, claims procedures, systems, regulatory requirements, and operational changes through training and ongoing development.
• Contribute to a collaborative contact center environment by sharing knowledge, identifying recurring customer issues, and supporting continuous improvement of the claims experience.

Qualifications

• Customer service experience, preferably within a contact center, financial services, insurance, claims, or similarly regulated environment.
• Strong verbal and written communication skills, including the ability to explain complex information in straightforward language.
• Strong research, problem-solving, and critical-thinking skills.
• Ability to navigate multiple systems and information sources while actively assisting customers.
• Demonstrated attention to detail and commitment to accurate documentation.
• Ability to handle confidential and sensitive information appropriately.
• Ability to remain composed, empathetic, and professional during emotionally sensitive or complex customer interactions.
• Ability and willingness to learn and support multiple products and claims processes.

Benefits

• Health Insurance: PGIM Ireland partners with Laya and BUPA to provide health insurance schemes that cover eligible employees' day-to-day medical and hospital expenses.
• Annual Leave: 23 days at full pay.
• Pension Scheme: Members can contribute up to 8% of salary per annum, and PGIM Ireland matches contributions up to 8% of salary. Members can also make voluntary contributions to the scheme.
• Annual Bonus Programme & Shop LK Vouchers / CleverCards (subject to eligibility): Along with an annual bonus, employees are rewarded with Shop LK Vouchers/CleverCards which are paid tax-free.
• Life Assurance: Fully paid by PGIM Ireland, employees are covered from their start date, and beneficiaries are provided with a lump sum of four times an employee’s salary.
• Education Assistance: PGIM Ireland has an Education Assistance Programme that reimburses eligible employees for furthering their education.