Life Operations Escalations Analyst

Job Summary

Owning escalated life service requests, the full-time Life Operations Escalations Analyst will manage all incoming escalations from acknowledgment through resolution, collaborating with various teams to ensure timely and accurate responses while driving quality and continuous improvement initiatives in a remote work environment.

Key responsibilities

• Manage all incoming life escalations, ensuring timely and accurate resolution while maintaining positive customer experience
• Collaborate with TPA and internal teams to address complex issues and drive alignment for resolution
• Conduct root cause analysis on escalations to identify trends and support continuous improvement efforts

Required qualifications

• 1-3 years of experience in financial services and life insurance
• Prior experience working directly with a TPA provider
• Demonstrated knowledge of life operations and process improvement
• Familiarity with life products, including fixed, indexed, and variable
• Experience analyzing data and generating reports for performance evaluation