Customer Service Associate (Virtual)

Prudential Financial is a global organization seeking a Customer Service Associate to handle inbound calls for their EWRS business. The role involves resolving customer requests, supporting service improvements, and ensuring efficient call handling in a virtual environment.

Responsibilities

• Handling inbound calls related to EWRS legacy Variable Annuity and Legacy SPIA products
• Providing accurate information and guidance to customers and advisors
• Taking ownership of call resolution and completing work at the point of call when possible
• Assessing requests, confirming requirements, and setting clear expectations during calls
• Accurately documenting call details and actions taken in designated systems
• Applying procedures and contractual provisions appropriately
• Supporting the transition of work from a third party provider to an internal team
• Identifying inefficiencies and contributing ideas to improve call flows and processing
• Participating in projects or initiatives to improve service quality and efficiency
• Overtime may be required at times to meet service demands

Skills

• Strong customer service experience
• Excellent verbal communication and active listening skills
• Ability to work in a fast paced, performance driven environment
• Proficiency with keyboard use and Windows based applications
• Strong organization, time management, and problem solving skills
• Ability to work effectively both independently and as part of a team
• Comfortable handling incoming calls from customers and financial professionals
• Clear, professional, and confident in verbal communication
• Detail oriented and able to manage multiple systems during live calls
• Dependable, adaptable, and willing to learn legacy products and processes
• Willing to speak up and suggest improvements to call handling or workflows
• Call center or phone based servicing experience
• Financial services or annuities experience

Benefits

• Medical, dental, vision, life insurance, disability insurance
• Paid Time Off (PTO)
• 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 items purchased to support personal wellbeing needs
• 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
• Education Benefit to help 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), after one year of service

Company Overview

Company H1B Sponsorship