Senior Customer Service Associate

Job Classification:

Operations - Insurance Operations

The Office of Servicemembers' Group Life Insurance (OSGLI) administers the Servicemembers' Group Life Insurance program (SGLI). SGLI offers life insurance products to active-duty service members, Veterans, and their families.  Prudential has been aiding our service members since 1965. 

Prudential is interviewing for the Office of Servicemembers' Group Life Insurance (OSGLI) Claims Examiner. The Claims Examiner reviews claims and extracts information for processing death claims. The Claims Examiner also verifies, corrects, and completes claims information by telephone, letter or email. This person is also responsible for conducting investigations and gathering supporting documentation on claims. The claims examiner calculates benefits payable, approves to a specified amount or denies claims in accordance with established procedures.

Prudential has been ranked by G.I. Jobs Magazine as a "Top 100 Military Friendly Employer" and we encourage veterans to apply.

The OSGLI department is located at Prudential's office in Newark, NJ. This position will work FULLY REMOTE. However, in the event the situation warrants it, such as technical issues or company sponsored events, all candidates need to be within 60 miles of one of the following Prudential offices: Newark, NJ, Fort Washington, PA, Moosic, PA, Jacksonville, FL, Hartford, CT, Shelton, CT, Portland ME & Minneapolis, MN.

Essential Job Functions

• Manage a book of pending claims through effective time management to ensure timely payments.

• Process decisions on claims through claim management system (Promise 360) and/or new business application (Compass).

• Approve and deny claim payments within authorization limits.

• Render decisions on disability extension requests and traumatic injury claims within authorization limits

• Obtain necessary information for claim decisions from various sources including, but not limited to, the Veterans Administration, branches of service, beneficiaries, attorneys, and police departments.

• Correspond with claimants, law department, underwriting, Casualty Assistance Officers, attorneys, the Veterans Administration, and other interested parties through the life of a claim.

• Prioritize work to ensure meeting of performance standards.

• Other duties as assigned.

Qualifications/Position requirements:

• Bachelor's degree, or equivalent military experience, preferred.

• 2 to 5 years of claims management experience, preferred.

• Strong customer focus skills with high ability to empathize with customers.

• Ability to learn and retain a large amount of technical information.

• Ability to analyze data on claims and make appropriate claim decisions.

• Strong problem solving, strategic thinking and analytical skills.

• Ability to prepare replies to claim inquiries.

• Excellent PC skills and strong working knowledge of windows-based applications.

• Proven self-motivation skills.

• Excellent oral and written communications skills.

• Partnership skills with an ability to excel in a team environment and be a team player, as well as work well independently.

• Ability to prioritize work and excel in a fast-paced, metric driven environment.

• Excellent time management and organizational skills.

• Attention to details a must.

• Ability to work overtime based on work volumes.

Please note. Training will typically fall between the hours of 8:00am – 4:00pm Eastern Time, Monday – Friday. To be considered, candidates must be able to work 9am - 5:00pm Eastern Time Monday-Friday. Over-time may be mandatory during peak times. 

Prudential welcomes all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply.

Additional Requirements:

This position will have the ability to work remotely, therefore new hires must be able to provide the following & all new hires who work remotely will be held accountable to these standards:

• Subscribe to internet service provider plan with at least 25 Mbps download speeds. You must be willing to troubleshoot any issues or outages with your home internet service, contacting your service provider as necessary.

• Must have the capability to handle calls with a cell phone (would need to have unlimited data and minutes) or a landline. Your personal phone number will not be identified to customers.

• Quiet area in your home with minimal distractions and noise free.

• Reliability and Dependability throughout our extensive training program is required.

#LI-MG1

What we offer you: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 $46,300.00 to $71, Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

• 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. 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  

If you are experiencing a technical issue with your application or an assessment, please email to request assistance.

---