Senior Account Specialist

Senior Account Specialist Disability Claims

For 150 years, Prudential has empowered customers and their families to grow and protect their wealth. We're recognized for our integrity and our commitment to delivering on our promises.

Who We're Looking For

You thrive in a fast-paced, customer-first environmentbalancing empathy with data-driven action. As a trusted partner to our key Group Insurance clients, you combine deep product knowledge with digital fluency to deliver seamless, high-impact experiences.

What You'll Do

• Support Disability and Absence Products
• Serve as the primary escalation and solutions partner for a flagship client, driving resolution and continuous improvement across the end-to-end claims journey.
• Lead root cause analysis after escalations, update SOPs, and champion best practices to prevent future issues.
• Analyze trends using customer feedback tools (e.g., Medallia) and call listening, turning insights into actionable improvements.
• Collaborate cross-functionally with Contact Centers, Claims, and other business units to unlock efficiencies and elevate the customer experience.
• Own key metricsNPS, EoDB, CSATand drive continuous improvement, reporting progress and opportunities to internal stakeholders.
• Deliver audit support, lead post-audit debriefs, and ensure readiness for quarterly reviews.
• Act as a customer experience advocate : deliver policy reviews, facilitate culture training, and build trust with clients and beneficiaries.
• Participate in stewardship and customer meetings, representing the voice of the customer and Prudential's commitment to service excellence.

What You Bring

Preferred

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 $83,500.00 to $129,500.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

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 Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.

Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom. 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. If you need an accommodation to complete the application process, please email accommodations.hw@prudential.com. If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance.