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Absence Onboarding Specialist, Group Insurance (Virtual or Hybrid)
About the position
Absence Onboarding Specialist, Group Insurance (Virtual or Hybrid) Job Classification: Operations - Insurance Operations At Prudential, we believe talent is key to achieving our vision. When you join Prudential, you’ll unlock a motivating and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions! The Absence Onboarding Specialist is part of the Group Insurance Onboarding team and leads the transition of new customers to Prudential's platforms for Absence-related products and services (FMLA, State Leaves, ADA, etc.) across all market segments. This role oversees in-force customer changes and coverage enhancements, ensuring an outstanding customer experience for Premier and National Account segments. As a key influencer, the Absence Onboarding Specialist collaborates with internal partners (Operations, Distribution, Claims, Underwriting, Client Data Management) and external partners (Customers, Brokers, TPAs), including third-party vendors. This highly visible, customer-facing role demands exceptional leadership in Absence Onboarding activities. This position can be worked remotely or as a hybrid in office schedule if at a reasonable commutable distance. What you can expect: Strategic Leadership: Coordinate the end-to-end Absence implementation process, providing expert guidance and mentoring team members. Collaboration: Partner closely with Account Management, Implementation Managers, and internal business partners to ensure a smooth onboarding process. Customer Consultation: Offer expert customer consultation on case administration, regulatory guidance, and complex case structure designs. Mentor team members in delivering exceptional customer service. Client Engagement: Engage with clients to gather and document business requirements, ensuring accurate and timely deliverables. Establish administrative processes and systems and mentor others in client engagement best practices. Issue Resolution: Proactively manage issue resolution, collaborating with customers, TPAs, Brokers, internal management, and partners to ensure successful implementations. Provide strategic guidance and mentorship in issue resolution techniques. Project Leadership: Lead complex customer acquisitions and conversions, demonstrating advanced project management skills. Mentor team members in managing complex projects. Continuous Improvement: Drive continuous improvement by regularly reviewing and enhancing processes. Document and share best practices, championing innovation and efficiency. Subject Matter Expertise: Maintain expertise in Absence and leave products, processes, and systems. Stay engaged with marketplace webinars and courses, sharing insights with team members and partners. Strategic Projects: Support cross-functional projects and team-specific enhancements, identifying trends and driving initiatives for continuous improvement. Mentorship and Training: Support training and mentorship of new team members, fostering growth and ensuring successful integration into the team.
Responsibilities
- Coordinate the end-to-end Absence implementation process, providing expert guidance and mentoring team members.
- Partner closely with Account Management, Implementation Managers, and internal business partners to ensure a smooth onboarding process.
- Offer expert customer consultation on case administration, regulatory guidance, and complex case structure designs. Mentor team members in delivering exceptional customer service.
- Engage with clients to gather and document business requirements, ensuring accurate and timely deliverables. Establish administrative processes and systems and mentor others in client engagement best practices.
- Proactively manage issue resolution, collaborating with customers, TPAs, Brokers, internal management, and partners to ensure successful implementations. Provide strategic guidance and mentorship in issue resolution techniques.
- Lead complex customer acquisitions and conversions, demonstrating advanced project management skills. Mentor team members in managing complex projects.
- Drive continuous improvement by regularly reviewing and enhancing processes. Document and share best practices, championing innovation and efficiency.
- Maintain expertise in Absence and leave products, processes, and systems. Stay engaged with marketplace webinars and courses, sharing insights with team members and partners.
- Support cross-functional projects and team-specific enhancements, identifying trends and driving initiatives for continuous improvement.
- Support training and mentorship of new team members, fostering growth and ensuring successful integration into the team.
Requirements
- Minimum of 3 years of experience in Group Insurance products, specifically Absence management.
- Proven success in customer-facing roles, building and maintaining strong client relationships.
- Demonstrated expertise in managing complex projects with strategic planning and execution.
- Technical expertise in implementing Absence services or equivalent experience.
- Highly self-motivated with a strong drive for results.
- Outstanding interpersonal skills in collaboration, leadership, presentation, organization, and communication.
- Strong consultative and problem-solving skills.
- Effective management of work in a fast-paced, deadline-driven environment with multiple priorities.
- Proven ability to influence and lead in a diverse, matrixed organization.
- Exemplary professionalism, efficiency, and composure under pressure.
- Proficiency in MS Office (Excel, Word, PowerPoint).
- Bachelor’s degree or equivalent experience.
Benefits
- Market competitive base salaries, with a 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 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.
- 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.
