Operations Specialist, Annuity New Business (Hybrid)

About the role

The Annuity New Business Operations Case Specialist is responsible for supporting the accurate and timely processing of annuity new business and post-issue transactions. This role serves as a key operational resource by assessing and prioritizing casework, managing follow-up activities, preparing incoming asset transfer requests, and coordinating contract-related communications. The Case Specialist monitors transaction quality, service levels, and operational trends to identify opportunities for improved efficiency, accuracy, and risk mitigation. Through collaboration with Product Management, Compliance, and cross-functional business partners, this role supports successful product implementation, strengthens operational controls, and drives continuous process improvements. By developing deep product and process expertise, the Case Specialist helps deliver operational excellence and exceptional service outcomes.

Responsibilities

• Review, prioritize, and process annuity new business and post-issue transactions in accordance with established service and quality standards.
• Initiate incoming asset transfer requests by preparing required documentation and coordinating with the financial institution to ensure timely completion.
• Manage inbound and outbound phone calls to obtain outstanding requirements and support new business case completion.
• Prepare, distribute, and mail contract-related documents and correspondence to annuity contract owners.
• Collaborate with Operations Case Managers to identify service enhancement opportunities and implement process improvements.
• Partner with Product Management, Compliance, and cross-functional stakeholders to support the successful and compliant launch of new products and initiatives.
• Develop and maintain expertise in annuity products, operational processes, risk mitigation practices, fraud prevention controls, and continuous improvement methodologies.
• Consistently achieve or exceed performance expectations related to quality, accuracy, productivity, and customer experience measures.

Qualifications

• Experience in a customer-focused service or operations environment.
• A bachelor’s degree or equivalent professional experience.
• Strong organizational, written, and interpersonal communication skills.
• Demonstrated ability to effectively manage multiple priorities and business functions simultaneously.
• A high degree of accountability, sound judgment, discretion, and independent decision-making capability.

Skills

• Highly focused on the consumer and able to translate feedback into actionable leadership.
• Confident and skilled in managing consumer escalations; able to utilize resources and use logic to solve problems quickly.
• A shrewd communicator who can provide focused, constructive, and honest feedback.
• Highly focused on personal development and success; inclusive of knowing how to leverage talent for stretch assignments and co-create meaningful development and career plans.
• Careful to use procedures and focused on the details to ensure work is accurate.

Reporting & Location

This role reports to the Annuity Operations Team Lead, who reports to the Manager of Annuity New Business Operations. The primary location is the Bethlehem, PA office for three days each week, with two remote days eligible each week. On-site attendance may be required at any time and the in-office schedule is subject to change.

Travel

Travel up to 10% is required; you may be asked to travel to a Guardian work location as determined by your manager.

Pay

The salary range for this position is $42,830.00 – $64,250.00, determined based on education, experience, knowledge, and abilities. Additional annual, sales, or other incentive compensation may be available.