Eligibility & Member Support Specialist

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better.

Why? Because it’s the right thing to do.

Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking several talented Eligibility & Member Support Specialists to join our Employer Services’ Team in Omaha, NE or Chattanooga, TN.

• Responsible for working independently with brokers and employers to research, problem‑solve and remediate in‑force client challenges related to member management.
• Identifies root causes of complex member‑level discrepancies by researching plan design, rates, file feed data, kick‑outs and doing comparisons to Administration System and TPA information often arising during billing, renewals, amendments, and open enrollments.
• Understands end‑to‑end impact of policy, rate, & member‑level changes to eligibility and billing/premium with the ability to build a resolution plan to remediate.
• Identifies needed changes to update member‑level data and coordinate along with file feeds to ensure system data is accurate.
• Ability to leverage data from multiple sources and use tools and formulas to expedite large comparisons.
• Determines any back charges or credits that need reviewed for accuracy and can work with Underwriting, Billing and Distribution to discuss any needed negotiations on due amounts.
• Consults with clients and makes decisions aligned with our organization operating model to ensure issues and/or requests are fully resolved.
• Builds strong relationships with Sales/Distribution, Brokers and Employers as a trusted advisor within our Workforce Benefits Division.
• Coordinates, manages and leads conversations with Employers, Brokers and other partners to provide exceptional customer experience.
• Owns issues to ensure timely resolution and escalates to management with recommendations on how to address unresolved service issues.
• Follows up and provides transparent communications on the status of outstanding issues as needed.
• Understands the full Broker, Employer, and Employee journey to deliver elevated service in issue resolution.
• Works within departmental controls for all aspects of the role with a high standard of ethics.
• Has strong knowledge of our product offering, system(s), and processes as well as understand how data flows throughout employer and employee journeys.
• Participates and contributes to team meetings or special tasks and assignments and brings innovative ideas and a continuous improvement mindset to the department.
• Job performance must meet department standards for work prioritization, productivity, quality and timeliness.
• Identifies, understands and ensures that actions, behaviors and decisions are consistent with the department, division and Pacific Life Mission & Vision.

• College degree or equivalent experience preferred.
• 3‑5 years of financial services, product compliance or group benefits operations experience.
• Needs to be an effective communicator with externally facing presence.
• Customer‑centric with problem‑solving skillset.
• Detail oriented.
• Requires strong analytical skills.
• Demonstrated time management and organizational skills.
• Intermediate skills with MS Office applications.
• Will need to gain expert knowledge of Pacific Life’s Workforce Benefits platforms such as policy admin and workflow tools.

• Experience in Eligibility and Evidence of Insurability at a group carrier.
• Prior work in EIS system.
• Expert level experience in Excel.

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to…