Group Insurance Client Concierge

Life Concierge

Role Overview : The Life Concierge is a client-facing liaison, delivering high-touch, concierge-level service to Advocate teammates, beneficiaries, and the Advocate Benefits Team. This role coordinates across Prudential's service teams, functions, and business units to ensure an exceptional client experience throughout the life claims process. The Life Concierge also educates clients, supports operational excellence, exemplifies Prudential and Advocate cultures, proactively manages escalations and process improvements, and delivers services that require empathy, critical thinking, and nuanced problem-solving.

Key Responsibilities :

• Act as an extension of the benefits team, provide high touch service and support
• Serve as the primary point of contact for Advocate teammates, beneficiaries, and the Advocate Benefits Team on all life claims and related inquiries
• Personally facilitate claim processes on behalf of the teammates, guiding beneficiaries through life insurance claims (including death, accidental death, accelerated, and dismemberment claims) with empathy and clarity, accessing the claims systems as appropriate
• Support the Waiver of Premium process for current teammates and integration with disability carriers, including direct outreach to explain the process, answer questions, and resolve exceptions
• Review and maintain the accuracy of all life insurance documents and communications
• Provide annual enrollment support
• Support grandfathered and exception groups (such as retirees or special policyholders), handling unique situations that require personalized attention
• Notify the GUL team of executive life insurance changes (additions, terms, coverage / address changes), and facilitate all related claims and communications
• Coordinate and resolve escalated claim and service issues, partnering with internal teams and external contacts as needed
• Conduct personalized outreach (calls or emails) to teammates when standard communications (e.g., letters) are undeliverable or require further explanation
• Audit and resolve complex enrollment, eligibility, or claims discrepancies, working with internal and external resources to ensure accurate coverage and payments
• Review and improve claims administration processes and documentation, ensuring best practices and alignment across locations and teams
• Educate Advocate teammates through new hire orientation, program meetings and 1 : 1 open hours
• Educate Prudential claim managers and operations teams on Advocate's culture ensuring that all touchpoints are handled with empathy and a deep understanding of Advocate's values
• Track, analyze, and report on claim trends, customer experience metrics, and identify opportunities for continuous improvement
• Attend annual stewardship meetings to discuss the user experience
• Apply critical thinking and consultative skills to influence change in people, processes, or technology to deliver the desired client experience
• Participate in ad hoc projects and initiatives as assigned

Required Qualifications :

Preferred Qualifications :

This position requires 510% travel.

Why Join Us : You will help shape a new, high-impact service model, directly influencing client satisfaction, operational excellence, and process innovation across Prudential and Advocate.

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 $65,900.00 to $102,200.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

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.