Customer Service Associate at Prudential


Customer Service Associate (remote)

  • US National Virutal Office

The Customer Service Associate will have responsibility to respond to Insurance Carriers/TPA’s in the form of a request for information in preparation for the Carrier/TPA response directly to the complainant. Some complaints may be received from posted telephone and electronic contact on the Assurance website or through monitoring of social media sites as well as may be regulatory agencies. Interactions and communication will primarily be with the Carrier/TPA, as well as internal business partners and do include any direct communication with the complainant.

Role will require creation of complaint records, updating and maintain records of Sales and Service Complaints based on established procedures and required time frames. Daily work assignments may vary depending on incoming work volumes and daily production needs. More specifically, responsibilities for this position include, but are not limited to:

  • Analyzing and completing all incoming inquiries & complaints
  • Processing records within the Prudential Profile System (PPS), to create and complete complaint records
  • Rerouting misdirected correspondence to the appropriate Business Unit
  • Monitoring Complaint Mailboxes
  • Monitoring sales/service calls
  • Facilitating responses to carrier/TPA, including the update of PPS, and sending documentation where appropriate


  • Strong analytical skills
  • Ability to review and identify key information needed into the Prudential Profile System (PPS)
  • Strong communication skills and the ability to effectively communicate with Carrier/TPA, Business Partners and Regulators, as needed
  • Well organized and capable of responding to shifting priorities
  • Ability to learn a variety of processes and procedures and adapt to meet capacity needs
  • Proficiency in Microsoft Word, Excel and outlook
  • Additional project work may also be assigned, as needed
  • Occasional overtime may be required
  • This position has a residency requirement of 1 year

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