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 Workforce Benefits division. This role can be fully remote or hybrid and based in Newport Beach, CA or Omaha, NE. 

As a Sr. Client Solutions Specialist, you’ll move Pacific Life, and your career, forward by providing a first-class frictionless onboarding and enrollment experience to our employers in the Workforce Benefits division. 

How you'll help move us forward: 

• 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 bring: 

• College degree or equivalent experienc