Life Operations Escalations Analyst

About the role

We're looking for a Life Escalations Analyst who brings strong life operations expertise, sound judgment, and a passion for resolving complex service issues. In this role, you'll own escalated life service requests across post-issue, working end-to-end to drive timely, accurate resolution. You'll partner closely with our TPA, operational teams, product, compliance, marketing, and key vendor partners—while also supporting oversight, quality assurance, and continuous improvement initiatives that strengthen service delivery and operational outcomes.

What You’ll Do

• Own Life Escalations End-to-End
  • Manage all incoming life escalations across post-issue servicing—from initial acknowledgment through final resolution
  • Take full ownership of escalated cases, ensuring timely, accurate responses that meet SLA commitments while delivering a positive customer experience
  • Provide consistent status updates and follow-through to ensure issues are resolved completely and effectively
  • Partner Across the Business & with Our TPA
    • Work closely with our TPA escalations team to resolve complex issues, address system complications, and ensure timely action on open items
    • Partner with operational teams, product, compliance, marketing, and key vendor partners to drive alignment and resolution
  • Support the Operational TPA Oversight Manager by assisting with incident analysis and prioritization of escalated work and projects
  • Drive Quality, Oversight & Continuous Improvement
    • Perform root-cause analysis on escalations to identify trends, systemic issues, and long-term solutions
    • Aid in QA analysis of post-issue service requests to confirm SLA adherence and quality processing by the TPA
    • Support oversight, reporting, and continuous improvement initiatives by leveraging data to provide actionable insights and recommendations
• Communicate with Professionalism & Impact
  • Act as a trusted point of contact for escalated matters, communicating clearly and professionally with agents, distributors, customers, vendors, and internal stakeholders
  • Apply strong critical-thinking and problem-solving skills to navigate complex scenarios in a fast-paced, evolving environment
  • Demonstrate initiative, accountability, and sound judgment while working independently and collaboratively

What You’ll Bring

• 1-3 years of experience in financial services and life insurance strongly preferred
• Prior experience working directly with a TPA provider
• Demonstrated knowledge of life operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutions
• Knowledge of life products; fixed, indexed and variable
• Experience analyzing, measuring, and evaluating data through reporting
• Excellent verbal and written communication skills, at all levels of the organization

Core Competencies

• Execution Excellence: Balances speed, accuracy, and quality while managing high-priority escalations end-to-end
• Customer & Service Focus: Delivers timely, professional, and solutions-oriented service that enhances the customer and agent experience
• Problem Solving & Root Cause Analysis: Analyzes complex issues, identifies underlying drivers, and implements sustainable solutions
• Communication: Clear, timely, and professional with internal teams, TPA partners, vendors, agents, and customers
• Ownership & Accountability: Takes full responsibility for escalated issues through resolution, exercising sound judgment and follow-through
• Data & Quality Mindset: Uses reporting, trends, and QA insights to monitor performance, meet SLA commitments, and drive improvement
• Collaboration & Partnership: Partners effectively across operations, product, compliance, marketing, and external vendors to achieve outcomes
• Adaptability: Thrives in a fast-paced, evolving environment with competing priorities and complex workflows
• Independence & Initiative: Operates autonomously with strong critical-thinking skills while proactively identifying opportunities to improve processes

What We Offer

• A collaborative, inclusive environment that values authenticity, accountability, and partnership
• The opportunity to join the company at an exciting stage of growth, where colleagues are empowered to build what's next
• A variable compensation package with a base range of $55k-$60k
• A competitive benefits package including comprehensive medical, dental, and vision coverage; an HSA and 401(k) company match; paid time off; and employer-paid life and disability insurance
• Remote/hybrid work arrangement