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Financial Advisor FAQs

New Client Experience FAQs

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  • We know how important your clients are to you and Prudential is committed to making their online experience as meaningful and simple as possible. Our upgraded account experience not only makes it easy for your clients to monitor their existing Prudential accounts, but also provides educational content and resources to help highlight and reinforce potential opportunities in their plans that you may have already discussed. Our belief is that this information and education will encourage them to seek out help and guidance from you. 

     

  • Over the next few months, your clients will be invited to upgrade their Prudential account to a new rich and modern experience, which will provide them a holistic, personalized view of their Prudential accounts. In addition, they will receive educational content and resources that will help them better understand their accounts and where they are in relation to their goals, which can lead to deeper discussions with you.

  • At this time, the new account experience and its contents can only be viewed by your clients. However, we recognize the important role you play with your clients. So over time, we will be creating advisor access to this experience. And, your access to all of the detailed information on your clients’ accounts will remain unchanged.

  • Yes. We have produced a video that will walk you through the specifics of the new account experience, helping you understand its value, features and functionality. It can be found at www.prudential.com/clientexperience.

  • Accessing the new account experience is a simple, one-step process. When they log-in, they will be prompted to create a new username and password. Once completed, they go directly to their new experience.

  • We believe that the new account experience will deliver a better customer experience to your clients, so they will be required to upgrade their account

  • Yes. The new account experience surfaces your clients’ most important information on a new home page, but if they want to go deeper into their specific product, they can still access everything as they do today.

  • Yes. The new experience will connect directly to the existing product pages and the transactions that are currently available.

  • Your clients can call 1-800-PRU-HELP to speak to a Customer Service Representative who will be able to answer all of their questions on the new account experience.

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My Service Center FAQs

My Service Center is the next phase of your client’s online experience with Prudential. Following the milestone introductions of My Accounts and My Financial Life, My Service Center provides an authenticated, centralized experience for your clients to access, manage and initiate activity for all their support needs; featuring alerts, status trackers, secure Document Vault access, and eDocs.

My Service Center enables meaningful online interactions, which will evolve over time to meet your client’s needs. At launch, some notable features include:

  • e-Document Vault and a document center: A single source for your clients account related documents including: Account statements, Tax documents, Account performance documents
  • Profile and preference management: Manage their personal profile settings & account preferences such as: Contact information, Beneficiary management and Communication preferences
  • Account settings: Account management capabilities for your clients enabling: ACH, Direct deposit, Payroll deductions, Account linking

My Service Center is key to serving your clients with a personalized, human-centric online view of their Prudential products / account. Your clients expect to have a central place for their online servicing needs where they can access, manage, and act on all their support activities. Our new My Service Center (MSC) will help us provide the online experience that your clients expect. It pulls together all the capabilities of our underlying foundation to provide an authenticated, centralized, self-service experience. Your clients will be empowered with these new self-service capabilities and benefit from streamlined service and quickly access the information they need.

All your clients who have upgraded to the new account experience will have access to the My Service Center tab, along with My Accounts and My Financial Life.

If your clients have additional questions or service needs beyond what is offered within My Service Center, they will have the option to contact a business-specific support to assist with more in-depth product/account issues.

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For Compliance Use Only: 0303397-00005-00

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