Operations Specialist, Policyholder Services

Position Summary

In-Force Policyholder Servicing Process non-financial transactions across the in-force annuity book, including address changes, beneficiary changes, payment frequency changes, and banking updates
Process financial disbursements using the Trellis Financial procedures
Policyholder Communication Answer policyholder calls and email with warmth, accuracy, and professionalism, using Trellis call scripts and authentication procedures.
Send confirmation correspondence communications accurately and on time.
Support relay calls and accessibility accommodations in line with ADA requirements
Third-Party Administrator coordination & collaboration
Escalate appropriately to the Senior Operations Associate or Head of Operations Strategy when cases are complex, sensitive, or fall outside Trellis service standards.
Document case work clearly in the Trellis Administrative System.

Qualifications

• Associate's or Bachelor's degree, or equivalent professional experience.
• 1–3 years of experience in financial services, insurance, contact center, or annuity operations preferred.
• Recent graduates with strong internships or applicable coursework are encouraged to apply.
• Active North Carolina Life Insurance license, or willingness to obtain within 90 days of hire (Trellis will support exam preparation and licensing fees).
• Authentic warmth in both phone conversations and written communication
• Exceptional attention to detail, with a track record of accuracy in transaction processing and customer documentation.
• Strong written and verbal communication skills, with the ability to explain complex topics clearly and patiently.
• Comfortable working in a fast-paced, deadline-driven environment with multiple parallel priorities.
• Intermediate proficiency with Microsoft Office (Outlook, Excel, Word, Teams).
• Experience with annuity administration systems, contact center telephony, or e-signature platforms is a plus.
• Sound judgment and a bias for raising issues early, particularly anything that touches policyholder funds, complaints, or compliance.
• A team-first mindset and a positive, professional presence (the kind of person colleagues want to work alongside).

Benefits

• Medical, dental, and vision insurance, along with life insurance and related coverage
• Predictable work schedule: Monday through Friday, 9:00 AM–6:00 PM EST, including two 15-minute breaks and a 30-minute lunch
• Performance-based bonuses recognizing individual contribution
• 401(k) retirement plan (eligibility and terms apply)
• Discretionary paid time off, with flexibility to coordinate time away in partnership with your manager
• Company-observed holidays