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Annuity Operations Escalations Analyst

4 months ago

Roanoke, United States Prosperity Life Full time

This role will have responsibility for handling escalated annuity service requests for new business and post issue. The role will have consistent communication with our TPA partner and will also support projects related to oversight Quality Assurance (QA) and continuous improvement initiatives. Successful incumbent will partner closely with operational teams, product, compliance, marketing, and key vendor partners.


Major Duties and Responsibilities


  • Responsible for working all incoming annuity escalations. This includes the full escalation timeline from acknowledging receipt to following through completion


  • Ensures timely and accurate responses to meet our SLA objectives while providing a positive customer experience


  • Assists in daily reporting of escalated activity, including utilizing data to identify trends and provide actionable solutions


  • Performs root cause analysis on all escalations to ensure we are solutioning to meet our long-term goals


  • Consistently provides updates on escalated work items and follow up for resolution


  • Partner with TPA escalations team to action items timely and support with any questions or system complications


  • Aids the Operational TPA Oversight Manager in the analysis of reported incidents to ensure the team is properly prioritizing projects


  • Assists with the QA analysis of new business & post issue service requests to aid in the confirmation our TPA is working within SLA timeframes with quality processing work


  • Consistently acts professionally in all interactions while utilizing effective written and verbal communication skills


Supervisory Responsibilities


This job does not have supervisory responsibilities.


Education and/or Experience and Skills


  • 4-5 years of experience in annuities with 1-2 years specialized focus on escalated requests


  • Prior experience working directly with a TPA provider


  • Demonstrated knowledge of annuity operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutions


  • Knowledge of annuity products; fixed, indexed and variable


  • Experience analyzing, measuring and evaluating data through reporting


  • Excellent verbal and written communication skills, at all levels of the organization


  • Ability to effectively interact/interface with external parties – agents, distributors, customers, and vendors


  • Utilize strong critical thinking skills to effectively problem solve


  • Skills must include being self-motivated with ability to show great initiative individually


  • Ability to work in a complex and innovative environment


About


Prosperity Group Holdings, LP (“Prosperity”) is a holding company with three U.S. insurance entities: Shenandoah Life Insurance Company (“SHEN”), SBLI USA Life Insurance Company, Inc. (“SBLI”), S.USA Life Insurance Company, Inc. (“S.USA”); one Bermuda reinsurance entity, Prosperity Life Assurance Limited (“PLAL”); as well as an asset manager, Prosperity Asset Management, LLC (“PAM”).


Through the three U.S. insurance entities, Prosperity provides financial security to customers and their families through innovative protection, asset accumulation, and supplemental health insurance products. Through its reinsurance entity, it provides customized and innovative capital, investments and risk management solutions to its reinsurance clients. All Prosperity insurance/reinsurance entities are rated A- by A.M. Best and Kroll.


Since 2019, assets under management by Prosperity entities have grown from $2.3 billion to $16 billion. Prosperity is owned by funds affiliated with Elliott Investment Management L.P. (“Elliott”) and has access to flexible capital through Elliott. The funds that make up the capital provided by Elliott to Prosperity have no maturity date and therefore no time horizon to exit. This allows Prosperity to grow at their own pace over a long period of time.


Prosperity is a high-growth insurance holding company led by a seasoned management team with significant experiences in the insurance and asset management sectors.