Operations Associate

Operations Associate - Nashville

Full Time

Nashville, TN

Wilton Re is an industry leader in the life (re) insurance space, specializing in the acquisition of in force life insurance and annuities. We are experienced industry specialists focused on the risk, capital and operational needs of our clients’ businesses. We provide our clients with the services they need from inforce transactions and product development to underwriting and new business strategies.

Wilton Re has the resources and expertise to pursue and successfully manage the largest life and annuity transactions in the market.

The Operations Associate plays a critical role in supporting enterprise operations, regulatory compliance, and third-party administrator (TPA) oversight. This position is responsible for conducting operational reviews,supporting complaint investigations, and ensuring adherence to regulatory and contractual requirements across Wilton Re’s U.S. life insurance entities.

This role requires strong analytical, problem-solving, and communication skills, with the ability to collaborate across internal teams, TPAs, regulators, and legal partners.

Operational Oversight& TPA Management

Support oversight of Third-Party Administrators (TPAs), including review of escalated cases requiring procedural guidance or exception handling.

Identify and assess deviations from established procedures or operational guidelines; collaborate with internal teams to implement corrective actions.

Evaluate operational processes and recommend enhancements to improve efficiency,risk mitigation, and service delivery.

Audit, Controls &Process Improvement

Conduct audits of operational activities, including call monitoring, transaction reviews, and workflow evaluations.

Identify control gaps or failures and recommend improvements to strengthen the control environment.

Analyez audit findings and trends to support continuous improvement initiative sand service enhancements.

Perform financial and compliance reviews of TPA disbursements to ensure adherence to contractual, accounting, and business requirements.

Complaint Management &Regulatory Support

Coordinate complaint intake and investigation with TPAs to ensure timely, accurate,and well-documented responses.

Research and analyze policyholder issues, gather supporting data, and draft orreview formal responses.

Serveas a point of contact for state insurance departments and policyholders,ensuring clear and professional communication.

Support regulatory inquiries, examinations, and market conduct reviews.

Risk, Compliance &Legal Coordination

Collaborate with Legal to research cases, compile documentation, and support resolution strategies.

Monitor and track operational and complaint-related issues to ensure timely resolution and identification of systemic risks.

Provide support for regulatory mandates, including DOI emergency orders andFEMA-related compliance requirements.

Reporting & Analytics

Audit,reconcile, and interpret operational reports for accuracy and completeness.

Maintain logs and documentation of key operational data and issue tracking.

Prepare and deliver periodic reports to management, clients, and stakeholders.

Participate in client-facing meetings to discuss service performance, trends, and operational improvements.

Project & Initiative Support

Support strategic initiatives related to system enhancements, compliance improvements, and operational transformation.

Assistin defining business requirements and validating system changes through testing and implementation.

Ensure timely and effective execution of projects aligned with business objectives.

Disbursement Oversight

Review high-risk or exception-based disbursement requests for accuracy and compliance.

Provide directions to TPAs on recovery efforts for improper or erroneous disbursements.

Basic Qualifications

Minimum 5 years of experience in the life insurance industry, including at least 3 years in policyholder services or operations.

Demonstrated ability to work effectively with TPAs, regulators, and internal stakeholders.

Strong written and verbal communication skills, particularly in handling complex or sensitive complaints.

Proficiency in Microsoft Office applications (Excel, Word, etc.).

Excellent analytical, problem-solving, and organizational skills.

Ability to manage multiple priorities in a fast-paced environment.

Self-motivated with the ability to work independently and collaboratively across distributed teams.

Pay/Location

Nashville, TN

Hybrid Structure

Minimal to no travel…