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Associate Manager, Customer Service - GIFT Service Team


Dresher, PA
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Job Details

Position Title: Associate Manager, Customer Service - GIFT Service Team
Job Code: 433998
Job Location: Pennsylvania-Dresher
Bring your passion and energy and we will train you on the rest.  At Prudential, the Associate Manager of the GIFT Service Team will have the exciting opportunity to lead a dedicated team of Associates who are supporting Annuities first direct to consumer business model allowing for cross-collaboration with our Group Insurance business. 
This is a uniquely designed & highly visible role…
The Candidate selected for this role will lead a team responsible for administrating a new product designed for distribution through multiple lines of business: Guaranteed Income for Tomorrow (GIFT).  Unlike traditional distribution methods for annuities, the team will be supporting products that are not sold through Financial Professionals, and as such, the candidates for this position will be required to have a more comprehensive understanding of the product and its benefits.  The team will be working with both new and prospective customers, providing customer service and pre-sales support.  Given the scope of the team’s responsibilities, ideal candidates for this role will have a mix of back office, call center, and sales support experience. In addition, experience managing teams who interact directly with end customers is preferred.
Daily responsibilities for this role include: Oversight of GIFT Service associates, performance management, de-escalation of calls/cases, and partnering across business lines to identify opportunities to simplify or enhance the customer experience.
Ideal candidates should display proficient issue resolution skills, and have a proven track record of customer advocacy.

The expertise we are looking for the skilled candidate to bring:
We are looking for individuals who are self-starters, dependable to their core, who have the leadership ability and initiative to create the future of the direct to consumer model for Prudential Annuities. They are also:
  • Driven leaders who are passionate about customers and shaping the customer experience
  • Have proven success in associate development that delivers results to meet and exceed business goals
  • Promotes a change agent culture and drives their team to deliver innovative enhancements to process and procedures
  • Strong understanding of Sales and Service process to create competitive positioning
  • Engaging communicators who enjoy working directly with the customer and a team
  • Intrigued by technology and operating procedures and help identify opportunities to enhance processes
  • Able to think on your feet and flexible with creating solutions for a variety of personalities 
What you can expect:
  • Ability to build a career with a great company with exposure to multiple parts of the business
  • Fast paced, dynamic environment
  • Become part of the leadership community
  • Career establishment with an award-winning industry leader
 Additional Qualifications:
  • Bachelor’s Degree preferred
  • State insurance license required or obtained within 30 days
  • 3 years of customer service or sales experience
  • 3-6 years of leadership experience managing teams
  • Experience building out a new function and setting up new framework is highly desired
  • Operations experience preferred
  • Financial Services industry experience a plus
  • Excellent written and verbal telephone and communication skills
  • Ability to think strategically and evaluate process effectiveness 
  • Demonstrated ability to deliver in a fast-paced environment
  • Work effectively with various sites
  • Strong interpersonal skills
  • Able to work flexible hours
  • Ability to work independently and as part of a team

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at for more information about doing business with Prudential.
Job Function: Operations
Schedule: Full-time
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