Business Operations Representative Senior - Policyholder | Hybrid

At Allianz Life, we are driven by our mission – we secure your future – and by our common goal of caring for tomorrow. We care for our employees by promoting an inclusive culture where everyone has the opportunity to grow and be rewarded for their success. We care for our customers by creating new products that help them protect their families and pursue their retirement goals.

We care for our community by giving time, resources, and donations. And we care for the future by supporting sustainability, protecting the local environment, and promoting equality in our communities.

This position will be working on the Fixed Annuity Policyholder Benefits team. You will be responsible for effectively managing requests and inquiries from FMOs (Field Marketing Organizations), Financial Professionals and/or policyholders by accurately applying knowledge of Allianz's business, products, customers, and operations. You will process requests generated via web, Distribution or Contact Center, including on money-out requests. You will also provide subject matter guidance to our partners at TCS.

In addition to serving external customers, you will also collaborate with various internal stakeholders to ensure a seamless customer experience. Adherence to established guidelines, policies, and procedures is crucial in delivering consistent and high-quality service. Meeting or exceeding all benchmarks related to customer service metrics, productivity, and quality is paramount in this role.

As a Business Operations Representative Senior, you will also be an informal team leader, helping to onboard, train and mentor new team members, as well as work on cross-functional projects. You will direct and assign daily work and publish daily workload reports. This role reports to the Operations Business Manager.

• Collaboration and communication
• Collaborate with various internal stakeholders, such as Relationship Management, Sales, Legal, and Special Investigation Units (SIU) to ensure requests are processed appropriately.
• Handle escalations sent via FMOs, Financial Professionals and internal business partners.
• Provide support and coordination for both onshore and offshore interactions, including implementing controls and conducting peer reviews.
• Request processing
• Process money-out requests generated via web, Distribution or Contact Center.
• Use understanding of risks, controls and regulations to ensure request is in compliance.

• Onboard, mentor and train new team members.
• Coordinate work assignments for the team to ensure efficient and effective operations.
• Act as SME on Enterprise Inforce Operations, EPS and corporate projects as well as lead department projects.

• Have experience and success with the task and need no coaching to complete the task and may provide coaching to others.
• Utilization of new and legacy systems, as well as the ability to train team members on systems.
• Understanding of industry and Allianz terminology.
• Extensive product knowledge (Life, Fixed, Variable, ETFs, etc.).
• Understanding of the regulations for insurance and how they apply to Allianz business.
• Understanding of compliance, fraud and AML guidelines and mitigation strategies.
• Understanding of tax laws and impacts to products.
• Ability to prioritize requests and workload.
• Understanding of Distribution structures and the FMO/BD partners they work with.
• Utilization of artificial intelligence tools and resources (e.g. generative AI).

• 2 or more years experience required: 3-5 years operational experience;
  Allianz Operations, insurance or financial industry
• Four year degree required or equivalent work experience
• You must be legally authorized to work in the U.S. and will not require…