Operations Associate (Individual Life Policy Change Team)

About the role

The Operations Associate supports Individual Life Financial Services (ILFS) products and services by processing complex policy service requests, reviewing documentation, analyzing policy data, and resolving issues. This role requires a strong focus on accuracy, attention to detail, and the ability to work independently and collaboratively.

Responsibilities

• Process and validate policy service requests, including updates, corrections, reinstatements, and other modifications.
• Review submitted documentation for completeness, accuracy, and compliance with internal guidelines and regulatory requirements.
• Analyze policy data to identify discrepancies, determine appropriate corrective actions, and resolve issues efficiently.
• Develop additional skills to handle various financial work items across multiple platforms.
• Maintain detailed and accurate records of all transactions, ensuring data integrity across systems.
• Investigate and resolve escalated or high-priority service requests requiring advanced problem-solving.
• Monitor workflow queues and prioritize tasks to meet service-level agreements (SLAs) and departmental targets.
• Contribute to process improvements by identifying trends, inefficiencies, and opportunities for automation or enhancement.
• Provide exceptional customer service that exceeds expectations.

Requirements

• College degree or equivalent work experience in insurance, operations, call center, or financial services.
• High School Diploma or equivalent required.
• 2+ years of experience in customer service.
• 2+ years of experience in insurance operations, policy administration, underwriting support, or a similar role, strongly preferred.
• Prior experience in Individual Life Financial Services preferred, but not required.
• Demonstrated ability to interpret and process complex policy changes with precision and sound judgment.
• Strong analytical and problem-solving skills with the ability to work through detailed information.
• Excellent organizational skills and the ability to manage multiple tasks simultaneously.
• High proficiency with data entry systems, CRM or policy administration systems, and Microsoft Office Suite.
• Professional written & verbal communication skills and the ability to collaborate with internal stakeholders.

Qualifications

• Ability to work well within a collaborative team environment.

Skills

• Data entry and policy administration skills.
• CRM and policy administration system proficiency.
• Microsoft Office Suite proficiency.
• Customer service and problem-solving skills.

Benefits

• Medical & prescription, dental, vision insurance.
• Health Savings Account & Flexible Spending Accounts.
• Paid Time Off.
• 10 weeks 100% paid parental leave (after completing 12 months of employment).
• 401(k) Plan with company match.
• Pension Plan.
• Company paid life & disability insurance.
• Wellness Program & Company paid employee assistance program.
• Clinic access subject to location.

Pay

Salary Band: 03A

Schedule

This selected candidate will be expected to work hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in CA, IN or ME as business needs dictate or for team building and collaboration.