Producer Services Specialist

Description

Trellis Financial is hiring Producer Services Specialists—the front line of our producer experience and a critical part of how we build lasting relationships with our distribution partners. This team is often the first point of contact when an agent has a question, and their ability to turn those moments into trusted, productive conversations is what drives producers to choose Trellis again and again.

Position Summary

The Producer Services Specialist serves as the primary service contact for Trellis’s independent agents, IMO/MGA partners, and distribution organizations. In this role, you’ll deliver white-glove, phone-based support to producers—addressing inquiries related to application status, NIGO resolution, product features, commissions, and contracting—while building the trust and product expertise that position you as a true partner to the field. This role combines deep annuity product fluency with a composed, solutions-oriented communication style that producers value and remember.

Core Responsibilities

• Serve as the primary inbound point of contact for Trellis’s licensed independent agents, IMOs, MGAs, and their staff, handling every interaction with the professionalism, clarity, and warmth that builds lasting producer relationships.
• Authenticate producers and authorized parties in accordance with Trellis Financial agent authentication standards prior to disclosing account details or processing transactions.
• Respond to producer inquiries related to application status, NIGO resolution, policy issuance, funding timelines, 1035 exchanges, commissions, and rate locks—delivering complete, accurate information with same-day resolution whenever possible.
• Develop and maintain deep fluency across Trellis fixed-indexed annuity products, including features, riders, crediting strategies, surrender schedules, and competitive positioning, enabling confident and reliable producer guidance.
• Support producers in their use of the Trellis Agent Portal, eApplication, and illustration tools by coaching adoption, troubleshooting in real time, and reducing submission friction.
• Accurately document all producer interactions in the Trellis Admin System (TAS), including inquiry type, actions taken, resolution, and required follow-up, to ensure a complete and reliable service record.
• Identify, document, and escalate producer complaints in strict accordance with the Trellis Complaint Handling Procedure within the same business day, partnering with Operations, Compliance, and the Producer Services Backoffice team to drive timely cross-functional resolution.
• Maintain up-to-date knowledge of Trellis product changes, state availability, regulatory requirements, and operational procedures through ongoing training; complete required compliance attestations and actively contribute to team knowledge-sharing efforts.

Qualifications

• 2–4 years of producer-facing service or sales support experience within an annuity carrier, IMO/MGA, broker-dealer, or financial services organization.
• Working knowledge of fixed-indexed annuity products, including core features, riders, and surrender schedules.
• Exceptional verbal communication skills, with the ability to represent Trellis professionally through confident, polished, and solutions-oriented conversations with experienced producers.
• Strong technical and multitasking aptitude, including the ability to navigate multiple administrative systems simultaneously.
• Well-developed relationship-building instincts and the ability to remain composed, accurate, and responsive in a fast-paced, high-expectation environment.
• Bachelor’s degree preferred (or equivalent relevant industry experience).
• Proficiency with Microsoft Office and Salesforce or a comparable CRM.
• The ability to successfully complete a comprehensive background check, including criminal and financial screening.
• A self-directed service mindset, marked by curiosity, follow-through, and initiative—someone who doesn’t just answer the question asked, but anticipates what the producer will need next.
• Thrives in moments of ambiguity by staying curious, kind, and solutions-focused, contributing steady energy and a collaborative spirit that strengthens team culture.

Physical Qualifications

• Ability to sit at a workstation and conduct extended phone conversations clearly and professionally.
• Ability to effectively use a headset, computer, and multiple software applications simultaneously throughout the workday.
• Ability to read and interpret detailed text on system screens, contracts, applications, and policy documents.
• Willingness and ability to travel occasionally for IMO/MGA partner meetings, team off-sites, and Trellis events.

About Us

We're on a mission to change how Americans plan for retirement. We're an annuity company built to deliver simple, competitive products through independent distribution channels. We have the fundamentals every annuity company needs (regulatory footing, capital, and decades of experience) without any of the traditional constraints. Our proprietary technology stack allows us to modernize how an annuity company operates and pursue opportunities beyond traditional retirement products. We're hiring problem solvers and builders who thrive in a high-stakes, regulated environment. Every role at Trellis is a skill position, and every employee gets to watch their work impact policyholders, agents, and the industry in real time.