Operations Business Services Associate

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 are seeking several talented Operations Business Services Associates to join our Team in the Consumer Markets Division (CMD) to fill roles in our Omaha, NE or Lynchburg VA office. These positions will be hybrid.

As an Operations Business Services Associate, you’ll play a key role in Pacific Life’s growth and long-term success by providing problem resolution, operations, and administrative support to producers and current policyholders/contract owners using knowledge of the company's annuities and life insurance products.

In this position you will:

• Process changes on existing insurance policies, including policy changes, conversions, reinstatements and exchanges and/or processes trades, withdrawals, loans, electronic fund transfers, and registration change on existing contracts.

• Process policy values (e.g., calculating amount of cash values, premium refund due, loan balance or loan interest refund), death benefit requests, and policy changes.

• Communicate effectively with team members, internal customers and management for the purpose of coordinating case work and resolving issues related to processing.

• Participate in quality review of work for processes that have been mastered.

• Participate and contribute to team meetings or special tasks and assignments impacting the Inforce Servicing team.

How you will make an impact:

• Queue items are reviewed against contract information and department procedures to determine good order. Transaction details are correctly input into processing systems and system errors researched. Takes all appropriate action to ensure a superior service experience.

• Progresses steadily through training on core functions, and can demonstrate a strong technical understanding, including purpose behind processes and how they provide value to clients.    

• Prepares effectively before making outbound calls, and follows Operations Outbound Call Experience guidelines for both voicemail messages and direct client contact.  

• Department productivity and quality standards are met. 

• Rotates assignments in support of workflow needs, including accepting temporary assignments within Operations in support of other departments or contingency planning, as directed by Supervisor.

The experience you will bring:

• 2-3 years of experience in a customer service-focused role, preferably financial services.

• Effective critical thinking and problem-solving skills

• Strong verbal and written communication skills

• Commitment to driving an industry-leading customer service experience    

• Comfort navigating across multiple technology platforms

• Ability to work effectively within a fast-paced team environment

What will make you stand out:

• A positive attitude, growth mindset and commitment to self-development, and an aptitude for agile learning

You can be who you are.

People come first here. We’re committed to a diverse, equitable and inclusive workforce. Learn more about how we create a welcoming work environment through Diversity, Equity, and Inclusion at www.pacificlife.com. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife.

Benefits start Day 1.

Your wellbeing is important. We’re committed to providing flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and a Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
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