[Hiring] Senior Claim Manager @Prudential Financial

Role Description

This Senior Level Claim Manager role will provide concierge-level customer service to one of Group Insurance’s largest clients. By gaining a deep understanding of the client’s culture and using expert customer service skills, the Senior Claim Manager will take a consultative approach in guiding and coaching our client’s employees through the life cycle of a disability claim. With exposure to multiple products, including:

• Short Term Disability
• Statutory Leaves
• Absence
• Long Term Disability
• Life Waiver of Premium

The Senior Claim Manager will deliver world-class service that ensures a more effortless experience for the employee.

As an exceptional collaborator, the Senior Claim Manager will:

• Engage Expert Resources to enhance the claim journey.
• Address Behavioral Health and Vocational opportunities within their block of claims.
• Interact directly with the Leave team at the client during quarterly virtual meetings.
• Interface daily with the client’s Benefits Business Partners.

As an innovator, the Senior Claim Manager will:

• Seek out opportunities to enhance the claimant experience.
• Serve as an ambassador for continuous process improvement within the Concierge Team.

The Senior Level Claim Manager is responsible for providing excellent customer service while managing an assigned block of around 75 Long-Term Disability (LTD) and Short-Term Disability (STD) claims. The assigned claim block will fluctuate based on team needs and will include:

• Complex claims with co-morbidities.
• Behavioral health issues.
• Self-reported symptoms.

Qualifications

• 3+ years of LTD experience is required.
• STD claim handling and Life Waiver of Premium experience and/or understanding is preferred.
• Expert-level, proactive communication skills using various pathways including telephone, email, letters, Teams messaging, group Teams calls, and one-on-one video calls.
• Energetic customer focus evidenced through maintaining customer relationships.
• Confidence in communicating with highly skilled and highly educated claimants in the software industry.
• Ability to interact confidently with attorneys and specialty medical professionals such as Psychiatric providers.
• Excellent documentation skills to capture the essence of telephone conversations and establish clear, concise claim plans.
• Ability to comprehend and interpret complex and non-standard policy and plan provisions.
• Strong ability to independently work through ambiguous situations and adjust course quickly when needed.
• Advanced math skills for financial calculations related to salary and incentives, partial disability calculations, RTW incentives, and offsets.
• Provides technical direction to other claims personnel as needed.
• Excellent organizational and time management skills.
• Demonstrated teamwork skills and ability to leverage resources to attain goals.

Requirements

• Preference to be available to work Pacific Time Zone business hours; if not in Pacific Time Zone, ability to work a later shift to support customers located on the West Coast.
• Subscribe to an internet service provider plan with at least 25 Mbps download speeds and be willing to troubleshoot any issues or outages.
• Must have the capability to handle calls with a cell phone (unlimited data and minutes) or a landline; personal phone number will not be identified to customers.
• Quiet area in your home with minimal distractions and noise-free.
• Reliability and dependability throughout the extensive training program are required.

Benefits

• Salary range from $61,700.00 to $101,900.00, varying based on geographic location, candidate experience, and skills.
• Market competitive base salaries, with 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 personal wellbeing needs.
• Work/Life Resources to support various topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.
• Education Benefit to 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).
• Eligibility to participate in a discretionary annual incentive program subject to the rules governing the program.