Life Operations Escalations Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Take complete ownership of Life Escalations from start to finish.

• Oversee all incoming life escalations in post-issue servicing—from the initial acknowledgment to the final resolution.

• Ensure full accountability for escalated cases, delivering timely and accurate responses that fulfill SLA commitments while providing a positive customer experience.

• Offer consistent status updates and follow-through to guarantee that issues are resolved thoroughly and effectively.

• Collaborate Across the Business & with Our TPA.

• Work in close partnership with our TPA escalations team to address complex issues, tackle system complications, and ensure prompt action on outstanding items.

• Collaborate with operational teams, product, compliance, marketing, and key vendor partners to foster alignment and resolution.

• Assist the Operational TPA Oversight Manager by supporting incident analysis and prioritizing escalated work and projects.

• Promote Quality, Oversight & Continuous Improvement.

• Conduct root-cause analysis on escalations to identify trends, systemic issues, and long-term solutions.

• Aid in QA analysis of post-issue service requests to ensure SLA adherence and quality processing by the TPA.

• Support oversight, reporting, and continuous improvement initiatives by utilizing data to provide actionable insights and recommendations.

• Communicate with Professionalism & Impact.

• Serve as a trusted point of contact for escalated matters, clearly and professionally communicating with agents, distributors, customers, vendors, and internal stakeholders.

• Utilize strong critical-thinking and problem-solving abilities to navigate complex scenarios within a fast-paced, evolving environment.

• Show initiative, accountability, and sound judgment while working both independently and collaboratively.

⛳️ Requirements

• 1-3 years of experience in financial services and life insurance is highly preferred.

• Previous experience working directly with a TPA provider.

• Proven knowledge of life operations and process improvement, along with strong business acumen and the ability to convert business plans into actionable solutions.

• Familiarity with life products, including fixed, indexed, and variable options.

• Experience in analyzing, measuring, and evaluating data through reporting.

• Exceptional verbal and written communication skills at all organizational levels.

🏝️ Benefits

• A competitive benefits package that includes comprehensive medical, dental, and vision coverage.

• An HSA and a 401(k) company match.

• Paid time off.

• Employer-sponsored life and disability insurance.

• Flexibility in remote/hybrid work arrangements.