Prudential Client Liaison

Job Classification:

Role Overview:

This role serves as the main link between our client and Prudential operations, helping claims, leave processes, and system/data issues run smoothly. The work centers on resolving inquiries, troubleshooting data exchanges, supporting managers and stakeholders, improving processes, tracking operational issues, and reporting on performance. It also includes regular partnership meetings, escalation support, quarterly performance guarantee support, and occasional presentations, audits, and onboarding support for new hires. Key Responsibilities:

Serve as a key liaison between the customer’s benefits team and Prudential operational teams, supporting system integration, data process flows, and issue resolution.

Support claims and leave administration by resolving data exchange issues, addressing program questions, guiding claim inquiries, and responding to requests related to claims, coverage verification, contact information, and documentation.

Partner with customer stakeholders, including Human Resource Benefit Consultants and managers, to troubleshoot systems, resolve data discrepancies, and address issues related to claim and program management.

Identify employee and manager pain points within the Prudential-managed leave process and recommend targeted enhancements to improve clarity, responsiveness, and the overall employee experience.

Drive process improvement opportunities that strengthen alignment, operational efficiency, and service delivery between the customer and Prudential.

Collaborate with the Relationship Manager, Concierge Team, Account Management, and internal business partners to address escalations, monitor emerging trends, and support timely resolution of issues.

Participate in partnership meetings and operational check-ins, review reports, and compile dashboards and performance results to support service oversight and account management.

Contribute to presentations, customer meetings, new hire onboarding, and system or reporting audits, as needed.

Required Qualifications:

Excellent communication skills, including direct interaction with customers and the ability to tailor messages based on the customer needs

Strong analytical and problem-solving skills working on data integration projects

Excellent interpersonal skills with the ability to build and cultivate partnerships with Group Insurance customers, their technology partners, TPA's and internal business partners

Proven track record of delivering results, with the ability to meet deadlines in a fast-paced environment

Demonstrated ability to perform data quality assessment and data testing

Ability to work independently, prioritize deliverables and drive to solutions

Experience with Text, CSV / fixed width file formats desired

Expertise on claims and/or timekeeping systems is highly