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Director, Customer Service

Company: Prudential

Location: Dresher, PA

Description:
Director, Customer Service, Record Keeping Services We are looking for an experienced manager of people with excellent collaboration, communication, negotiation and partnership skills. This position will direct a team of professionals in leading Group Insurance's Recordkeeping Services Division (RKS).This position will work closely with Operations, Account Management, Sales, Brokers and Clients to ensure that customers who purchase Recordkeeping Services receive a world class service experience that sets Prudential apart from it's competitors.The Director, Customer Service, Recordkeeping Services position will be responsible for managing the following areas: National Account Unit Participant Services Unit Billing / Eligibility Unit The National Account Unit provides administration and account support to all new and in-force cases. Services provided by the National Team include: Relationship management, Issue resolution for National Clients, Eligibility file processing and monitoring, Enrollment processing including web enrollment support, Customized billing execution, Dedicated Case Installation resource.The Participant Services unit team provides customers with services in the following areas:Beneficiary Administration - Including the validation and updating of all paper submissions, the entry of scannable beneficiary forms and the ongoing support of our on-line beneficiary system.Claim Facilitation - Including the coordination of required data; follow up for missing data elements, entry into the Life Claims system, and ongoing collaboration with the Group Life Claim Division.The Billing and Eligibility Unit provides customers with services in the following areas: Administration of Standard Portability enrollments / billing, policy maintenance, reconciliation of premium and suspense for non-national cases, Port / Term mailing administration, EFT processing, resolving all calls referred from the contact center.This position is responsible for direct and indirect reports totaling approximately 40 associates.The Director, Customer Service, position requires a solid understanding of the key drivers of Group Insurance operations. In addition, the successful candidate for this position typically has an excellent understanding of the group insurance business and superior understanding of industry product offerings and services.The successful candidate should have a proven track record that reflects outstanding leadership skills and the ability to motivate, coach and successfully develop associates, while at the same time, improving and streamlining our processes. Prospective candidates should be willing to travel (approximately 25%) and will play a leadership role in internal partnership meetings and ongoing in client relationships.A Bachelor's degree or higher in business or a related field is preferred. Excellent consulting, collaboration, negotiation, influence and customer service skills are required. Prospective candidates should also possess strong organizational, analytical, problem solving and project management skills.A demonstrated knowledge of auditing, compliance, quality and claims processing would also be helpful. The qualified candidate should have a high energy level and expect a fast-paced and challenging work environment.QualificationsInsurance industry or related field experience (3 years+)Proven results orientation and ability to meet deadlinesProven track record in Process ManagementStrong Budget and Process Measurement / Metrics skillsExcellent relationship building skills both internally and externallyStrong ability to motivate othersExcellent organizational and analytical skillsStrong project management skillsAbility to travel periodically This position is located in our Dresher, PA office.

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Director, Customer Service

Company: Prudential

Location: Dresher, PA

Online Application:-Register to Apply-

Contact Information
	E-Mail Address:
	First Name:
	Last Name:
	Address:
	(Optional)
	City:
	State:
	If not living in the United States enter the code "99999" for Postal Code.
	Postal Code:
	Telephone: (Optional)
	Country:
	Relocation Preference:	Will not relocate Will accept paid relocation Will pay own relocation
		Please have a personal job agent call me to assist me with my job search

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Contact Information
	E-Mail Address:
	First Name:
	Last Name:
	Address:
	(Optional)
	City:
	State:
	If not living in the United States enter the code "99999" for Postal Code.
	Postal Code:
	Telephone: (Optional)
	Country:
	Relocation Preference:	Will not relocate Will accept paid relocation Will pay own relocation
		Please have a personal job agent call me to assist me with my job search

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