Operations Business Services Associate

Overview

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 Operations Business Services Associates within the Consumer Markets Division (CMD) in our Omaha, NE office.

This role is hybrid. We believe in empowering our employees to get work done both in and out of the office.

• As an Operations Business Services Associate, you’ll move Pacific Life, and your career, forward by providing problem resolution, operations, and administrative support to producers and current policyholders/contract owners using knowledge of the company s annuities and life insurance products. You will play a key role in supporting our Inforce Processing team.
• As part of the Inforce processing team, you will provide post-policy or contract issue support by processing incoming requests for life insurance policies and annuity customers, working directly with clients via phone to resolve financial and non-financial transaction requests that are not in good order. The team ensures service excellence by meeting production benchmarks, maintaining professional communication, and accurately noting outstanding requirements and updating various internal systems correctly to have an accurate client record for the life of their policy/contract with Pacific Life.
  
  Additionally, the team member will complete training to master foundational processing functions and demonstrate a strong technical understanding of procedures and their impact on clients.

• Process changes on existing insurance policies, including policy changes, conversions, reinstatements and exchanges and/or processes trades, withdrawals, loans, electronic fund transfers, and registration change on existing contracts.
• Process and ensure producer applications, licensing requirements, and continuing education are in good order.
• Communicate effectively with team members, internal stakeholders, and customers for the purpose of coordinating case work and resolving issues related to processing.
• Participate in quality review of work for processes that have been mastered.
• Participate and contribute to team meetings or special tasks and assignments

• Queue items are reviewed against contract information and department procedures to determine good order. Transaction details are correctly input into processing systems and system errors researched. Takes all appropriate action to ensure a superior service experience.
• Progresses steadily through training on core functions, and can demonstrate a strong technical understanding, including purpose behind processes and how they provide value to clients.
• Prepares effectively before making outbound calls, and follows Operations Outbound Call Experience guidelines for both voicemail messages and direct client contact.
• Department productivity and quality standards are met.
• Rotates assignments in support of workflow needs, including accepting temporary assignments within Operations in support of other departments or contingency planning, as directed by Supervisor.

• 0-2+ years of experience in a customer service and/or operations focused role
• Effective critical thinking and problem-solving skills
• Strong verbal and written communication skills
• Commitment to driving an industry-leading customer service experience
• Comfort navigating across multiple technology platforms
• Ability to work effectively within a fast-paced team environment

• A positive attitude, growth mindset and commitment to self-development, and an aptitude for agile learning
• Experience with in the…