Sr. Client Solutions Specialist

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

Pacific Life is investing in bright, agile and diverse talent to contribute to our mission of innovating our business and creating a superior customer experience. We’re actively seeking a talented Sr. Client Solutions Specialist to join our new Workforce Benefits division. This role can be fully remote or hybrid and based in Chicago, IL, Newport Beach, CA, Chattanooga, TN, or Omaha, NE. 

As a Sr. Client Solutions Specialist, you’ll play a key role in providing a first-class frictionless onboarding and enrollment experience to our employers in the Workforce Benefits division. 

How you will make an impact: 

• Maintain ongoing relationship with technology counterparts at one or more Benefits Technology vendor partners. 

• Serves as subject matter expert on enrollment flows for assigned partnerships. 

• Effectively diagnose and resolve case-level technology issues with a sense of urgency and excellence. 

• Escalate common case-level issues to Client Solutions Consultant for root cause analysis. 

• Communicate break-fixes and feature enhancements effectively to Pacific Life’s various customers. 

• Collaborate with internal stakeholders to understand data challenges that flow from benefits technology partners and work to resolve them. 

• Respond to inquiries regarding case-level support from Onboarding through Enrollment and through ongoing data exchange. 

• Understand case set-up for assigned partners and consult with brokers on best practices. 

• Support case-level file exchanges (e.g., EDI, XML, API) for an assigned partner(s) to ensure data sync between Pacific Life and our technology partners.   

• Monitor case-level error reporting and proactively address customer data issues. 

• Help grow the knowledge of and comfort with our technology solutions with internal partners. 

• Understand regulatory and compliance landscape related to enrollment and group benefits.  

• Works within departmental controls for all aspects of the role.  

• Demonstrate a customer-centric mindset with problem-solving skillset. 

• Participates and contributes to team meetings or special tasks and assignments and brings innovative ideas and a continuous improvement mindset to the department. 

• Job performance must meet department standards for work prioritization, productivity, quality and timeliness.  

• Identifies, understands and ensures that actions, behaviors and decisions are consistent with the department, division and Pacific Life Mission & Vision. 

The experience you will bring: 

• Colleg