Sr. Service Analyst I

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. 

We’re actively seeking a talented Sr. Service Analyst I to join our Pension Operations in Columbia, South Carolina.

Pacific Life is investing in bright, agile and diverse new talent to ensure we continue to innovate and strengthen relationships with our policyholders. That’s why we’re actively seeking a talented Sr. Service Analyst I to join our team and take part in our people-first culture.

As a Sr. Service Analyst I, you’ll play a key role in Pacific Life’s growth and long-term success by analyzing complex Pension transactions (pre/post issue), supporting business relationships with Pension Plan administrators and consultants, and providing liaison support for a Business Process Outsource (BPO) and divisional business partners on escalated case review across this business line. While joining the Pension Operations Team, you’ll help support an industry-leading customer experience through the consistent and accurate handling of transactions requests across the lifecycle of our contracts, demonstrating the ease of doing business with Pacific Life.

This position will be the onsite liaison between the BPO and Pacific Life home office operations, providing oversight and support to back-office functions, including customer service, complaints processing, training and workflow audits.  Works independently, with guidance in only the most complex situations. 

If you’re experienced in pension operations and relationship management, you’re a great fit for this role. Technical capabilities aside, if you’re a mission-driven self-starter who’s comfortable with ambiguity, and who thrives in a fast-paced, collaborative culture, you’re a perfect fit for Pacific Life.
 

• This role is on-site, hybrid. You’ll work at our BPO site in Columbia, South Carolina.
 

How you'll help move us forward:

• Analyze complex case documentation, interpret and take appropriate action utilizing established procedures, corporate and compliance guidelines.

• Communicate with clients that reflects industry-leading service expectations, both demonstrating technical expertise and reinforcing the business relationship.

• Identifies BPO workflow issues, service irregularities and recommends resolutions to Management.  Recommendations are timely, well-researched, and well-presented with all relevant details.

• Researches issues in a timely manner, and case load is managed to maximize availability and ensure requests can be addressed by established client response time goals.

• Makes decisions that positively impact the customer experience and team-environment to ensure successful completion of service goals.

• Participates in assigned projects, including process improvements, by providing subject matter expertise, impactfully contributing to activities, and thoroughly researching and documenting recommendations.

The experience you bring:

• 4+ years of financial services experience and BS/BA degree or 5+ equivalent years of experience with Institutional products.

• Ability to complete assignments in high-volume, fast paced environment under tight deadlines.

• Strong relationship management skills.

• Demonstrated ability to analyze and resolve complex issues.

• Experience with complex defined benefit/defined contribution participant benefit calculations.

• Experience in gathering and analyzing complex business requirements and developing functional specifications. Strong experience in Microsoft Word and Excel.

• Strong communication skills dealing with a variety of people, preferably in the financial services professional.

• Adaptable to using/understanding various system functionality and experience working with different technologies.

At Pacific Life, the work we do matters. That’s why you’ll find those who work passionately each day to drive our company forward enjoy job security, flexible scheduling and great opportunities for career growth. If you’re seeking a thriving career doing the type of meaningful work that’s all too rare at a Fortune 300