Universal Life Insurance Operations Specialist

Job description locations

Remote - United States time type

Full time posted on Posted Today job requisition idR-100460

Our Variable Universal Life (VUL) Insurance Specialist is responsible for handling and processing a variety of transactions related to VUL Life Insurance policies with precision and compliance. This role involves managing end-to-end service requests and providing solutions, ensuring a high standard of quality, attention to detail, and adherence to company policies and procedures. The specialist must possess a thorough understanding of VUL products, enabling them to process simple to complex transactions and respond effectively to customer inquiries and escalations, including sensitive situations and complaints.

• Demonstrate an understanding on all facets of the VUL Life Insurance products sold to be able to handle and process simple to more complex transactions with a high caliber of quality and attention to detail
• Processes transactions and documents records with consistent quality, attention to detail, and according to department policies and procedures.
• Responds effectively and appropriately to sensitive events and/or situations as needed, including customer complaint handling and escalation.
• Thoroughly and efficiently handles simple to complex correspondents from financial professionals, policyholders and others, answering questions regarding their VUL product and/or servicing needs, in conjunction with handling end-to-end service requests.
• Uses problem-solving skills to address issues and escalates concerns when necessary
• Possesses moderate knowledge of all facets of individual life Insurance or annuities and the products sold, with a deeper understanding of variable products.
• Interprets each request and navigates multiple administration systems as well as our workflow and imaging tools to gain and document needed information.
• Investigates and follows up on questions/issues to resolve concerns in an accurate and timely manner.
• Provides solutions, recommendations and product information with a sense of urgency, positivity and empathy.
• Seeks out opportunities to leverage best practices to meet requirements
• Identify, recommend and implement ongoing process improvements adhering to regulatory requirements and improve the customer experience
• Adheres to Service Level of Agreements (SLAs) and individual/team metrics
• Complies with all company and site policies and procedures
• Successfully completes regulatory and job training requirements
• Work with internal departments to ensure company meets clients' expectations
• Ability to work core business hours between 10:30 and 7:00 pm EST

• Ability to comprehend and articulate complex information
• Ability to learn and adapt in ever changing and upgrading technology
• Executes with urgency and professionalism
• Excellent analytical and organizational skills with attention to detail
• Possesses a great sense of self-awareness
• Excellent communication skills, both verbal and written, required
• Willingness and proven ability to work on multiple tasks and adapt to a changing work environment
• Strong technical skills with the ability to navigate within multiple systems
• Excellent problem-solving skills the ability to see beyond the obvious into what may be intended
• Willingness and ability to work under pressure and meet deadlines
• Ability to make a positive contribution as demonstrated by learning new skills and making suggestions for process/procedure improvement
• Ability to work with others in a collaborative team environment, while maintaining a self-driven mentality
• Excellent communication skills, both verbal and written, required
• Demonstrates a commitment to AI fluency by embracing AI tools and technologies to enhance individual and team performance, decision-making, and innovation

• Minimum of 5 - 8 years of customer service experience
• Experience with individual life insurance/annuity products required
• High school diploma required
• Bachelor's degree preferred
• FINRA Series 6 license required within 180 days

$60,000 -$73,000

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