Life Operations Escalations Analyst

Summary                                          

This role will have responsibility for managing and resolving escalated Life service requests for new business and post issue. The role will have consistent communication with our TPA partner and will also support projects related to oversight, Quality Assurance (QA) and continuous improvement initiatives. Successful incumbent will partner closely with operational teams, product, compliance, marketing, and key vendor partners.

Major Duties and Responsibilities

• Responsible for supporting and managing escalations while maintaining relationships between departments and servicing internal and external customer needs. This includes the full escalation timeline from acknowledging receipt, timely follow up while following through to completion while maintaining our SLA objectives.

• Monitor and report on escalation trends providing insight and recommendations to management

• Ensure compliance with company policies, procedures and regulatory requirements

• Maintain detailed records of all escalations and resolutions in company CRM system

• Partner with TPA escalations team to take action on items timely and provide support with any questions or system complications

• Aids the Operational TPA Oversight Manager in the analysis of reported incidents to ensure the team is properly prioritizing projects

• Assists with the QA analysis of new business & post issue service requests to aid in the confirmation our TPA is working within SLA timeframes with quality processing work

• Consistently acts professionally in all interactions while utilizing effective written and verbal communication skills

Supervisory Responsibilities                                               

This job does not have supervisory responsibilities.

Education and/or Experience and Skills                                              

• 3+ years of experience in Life insurance preferred to include 1-2 years specialized focus on escalated requests

• Prior experience working directly with a TPA provider preferred

• Demonstrated knowledge of operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutions

• Knowledge of Life products; universal life, whole life, term insurance, variable and adjustable life

• Transaction processing knowledge

• Experience analyzing, measuring and evaluating data through reporting

• Excellent verbal and written communication skills, at all levels of the organization

• Ability to effectively interact/interface with external parties – agents, distributors, customers, and vendors

• Utilize strong critical thinking skills to effectively problem solve

• Ability to work independently and manage multiple priorities in a fast paced and innovative environment