Prosperity Life · 12 hours ago

Life Operations Escalations Analyst

United States

Full-time

Remote

Mid Level

$50K/yr - $60K/yr

3+ years exp

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Asset ManagementCommercial Insurance

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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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Life insurance experienceTPA provider experienceProcess improvementBusiness acumenLife products knowledgeTransaction processingData analysisMulti-priority management

Required

3+ years of experience in Life insurance

1-2 years specialized focus on escalated requests

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