Operations Processing Specialist, Pension Risk Transfer

About the role

As part of our pensions service department, this role is responsible for delivering exceptional customer service by serving as a primary point of contact for annuitants regarding benefit details, account inquiries and transactional requests. This role combines customer support, operational processing, and problem resolution to ensure accurate, timely and compliant administration of annuitant policies and benefit related transactions.

Responsibilities

• Respond to inbound and outbound customer inquiries regarding benefits, account information, payment options, and plan provisions.
• Process annuitant requests, transactions, account updates, beneficiary changes, and other service-related activities with a high degree of accuracy.
• Educate annuitants on benefit details and case requirements.
• Research, identify, and resolve annuitant issues while ensuring adherence to established policies, procedures and regulatory requirements.
• Review, validate, and maintain annuitant records to ensure data integrity and accuracy.
• Escalate complex issues as appropriate and collaborate with internal departments to facilitate resolution.
• Document interactions and transactional activities in applicable systems.
• Monitor and identify processing discrepancies, trends, and operational risks impacting annuitant policies.
• Support quality assurance initiatives and participate in process improvement efforts to enhance operational efficiency and annuitant satisfaction.
• Maintain confidentiality of annuitant information and comply with all privacy and security requirements.
• Meet established service level, productivity, quality and performance standards.
• Help drive continuous improvement by making enhancement recommendations for existing workflows & procedures
• Other duties and responsibilities, as assigned
• If remote, must be able to work in the Eastern Standard Time Zone.

Skills and Qualifications

• Strong customer service and relationship management skills.
• College degree preferred
• 2+ years’ experience in insurance or financial customer service, preferably with experience in deferred and/or immediate annuity products
• Excellent verbal and written communication abilities.
• Active listening and effective questioning techniques.
• Analytical thinking and problem-solving capabilities.
• Attention to detail