Senior Post Issue Operations Analyst
COMPANY OVERVIEW
Global Atlantic Financial Group is a leader in the U.S. life insurance and annuity industry, serving the needs of individuals and institutions. Global Atlantic is a wholly-owned subsidiary of KKR, a leading global investment firm that offers alternative asset management across multiple strategies and capital markets solutions.
We are looking for a diverse team of talented individuals who reinforce our culture of collaboration and innovation. We are dedicated to the career development of our people because we know they are critical to our long-term success. Join our team and come grow with us.
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Senior Post Issue Analyst
POSITION OVERVIEW
This role will have responsibility for Global Atlantic processing and TPA Oversight of Post Issue policies, procedures, and strategies required for efficient administration of life insurance policies. The role also supports both discretionary and production support related projects with analysis, requirements, and testing. Successful incumbent will partner closely with operational teams, product, compliance and key vendor partners.
PURPOSE:
- Leads the establishment of policies, procedures and strategies related to the efficient administration of life insurance policies
- Ensures timely and accurate processing of Post Issue tasks
- Drives continual improvement of the Customer Experience leveraging effective Quality and Audit controls
- Analyzes system problems impacting business processes and develops recommendations to solve
- Analyzes customer impact of system problems impacting business processes and develops and implements recommendations for remediation and customer communication
- Supports Global Atlantic Legal and Compliance with Department of Insurance inquiries, regulatory audits and Market Conduct Exams
- Optimizes Global Atlantic’s return, balancing strategic with operational procedures, risks, and expenses
ACCOUNTABILITIES:
- Collaborates with GA and TPA partners responsible for day-to-day work and escalations related to Post Issue policies
- Monitors service standards to adjust workflows and resources to meet performance standards
- Analyzes service workflows and automated technologies to recommend process/system improvements that maximize operating efficiencies
- Assists in the handling of exceptions, escalations, and complicated technical or complaint cases while weighing company philosophy, compliance, business risks, tax, regulatory ramifications and administrative costs
- Supports special projects and system enhancements--providing production support as needed to include detailed subject matter expert research and analysis, writing of test scripts, system testing and documentation of new processes
- Serves as a technical writer by creating custom procedures, talking points, and customer correspondence. Facilitates the mailing and archival of correspondence in conjunction with project related remediation efforts
KEY OUTPUTS:
- Builds and maintains strong working relationships with internal Operations team, TPA, Financial Professionals, other internal departments
- Develops policies, procedures and training to guide TPA’s servicing of Global Atlantic’s business.
- Delivers training to both TPA and GAFG customer facing resources.
- Formulates and implements strategies to ensure timely, accurate and cost-effective customer service and processing
KEY RELATIONSHIPS:
- TPA and Vendor-Provider Management
- External Financial Professionals
- Business Relationship Management Teams
- Operations teams including Contact Center, Knowledge Management, Quality and Risk
- Internal Audit and Risk management
- Compliance and Legal
- IT management
KEY PERFORMANCE INDICATORS:
- Timeliness and accuracy (meeting or exceeding established performance expectations of the team)
- Enhanced customer service experience with accuracy, meeting deadlines, demands and emotions
- Ability to effectively resolve escalated customer demands
- Ability to recognize and manage confidential and sensitive data
- Ability to research, detect and report issues posing an unacceptable risk
QUALIFICATIONS:
- Bachelor’s degree or equivalent educational experience preferred
- Five to seven years of experience, life/annuity experience or TPA vendor management experience preferred
- Demonstrated knowledge of operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutions
- Leadership skills including demonstrated ability to lead through others and to influence large teams
- Effective verbal and written communication skills including ability to influence others and communicate across all areas of the company
- Ability to make decisions, use independent judgment, establish priorities, and work effectively on multiple initiatives simultaneously in a fast-paced environment
- This role is not eligible for visa sponsorship now or in the future
EXPERIENCE:
- 5+ years of experience in the Insurance or Financial Services Industry
- Experience with risk management (audit, regulatory, legal, etc.).
- Experience analyzing, measuring and evaluating workflows, and processes.
- Proficient with Microsoft office products with focus, (MS Word, Excel, PowerPoint)
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Various jurisdictions have passed pay transparency laws that require companies provide salary ranges for any positions for which they are accepting applications. Global Atlantic has offices in Atlanta, Batesville, Bermuda, Boston, Des Moines, Hartford, Indianapolis, and New York City. The base salary range posted below is inclusive of the lowest cost of living geography to the highest in which we have a Global Atlantic office.
Global Atlantic’s base salary range is determined through an analysis of similar positions in the external labor market. Base pay is just one component of Global Atlantic’s total compensation package for employees and at times we hire outside the boundaries of the salary range. Other rewards may include annual cash bonuses, long-term incentives (equity), generous benefits (including immediate vesting on employee contributions to a 401(k), as well as a company match on your contributions), and sales incentives. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Compensation for our more senior positions have a larger component of short-term cash bonus and long-term incentives.
The base salary range for this role is
$61,500—$117,500 USD
Global Atlantic reserves the right to modify the qualifications and requirements for this position to accommodate business needs and regulatory changes. Future adjustments may include obtaining specific licenses or certifications to comply with operational needs and conform to applicable industry-specific regulatory requirements, state and federal laws.
TOTAL REWARDS STATEMENT
Global Atlantic’s total rewards package is reflective of our corporate values, particularly diversity, excellence and innovation, with a focus on inclusion, pay equity, and flexibility. We are proud to support your personal and professional growth and well-being through programs such as educational assistance, virtual physical therapy, remote/onsite fitness reimbursement, a medical second opinion program, pet insurance, military leave, parental leave, adoption assistance, fertility and family planning coverage. We strive to foster a culture of total well-being through community outreach and charitable giving programs.
We are active in our communities-
- New York: StreetWise Partners, Covenant House, Partnership for New York City, City Meals on Wheels, Habitat for Humanity, Billion Oyster Project
- Boston: Cradles to Crayons, Boston’s Healthcare for the Homeless, Thompson Island Outward Bound, Rosie’s Place, Catie’s Closet, Project Bread, Rise Against Hunger, Space to Thrive
- Hartford: Junior Achievement, Habitat for Humanity, Oliver’s Pajama, United Way
- Indianapolis: Elevate Indianapolis, Gleaners Food Bank and the Juvenile Diabetes Research Foundation
- Batesville: So Loved Ripley County Foster Closet, Safe Passage Family Shelter, YES Home Juvenile Rehabilitation, Ripley County Community Foundation
- Des Moines: United Way of Central Iowa, Meals from the Heartland, Junior Achievement, Math Motivators, Bidwell Riverside, Orchard Place, Knock and Drop
- Berwyn/Wayne: Habitat for Humanity, Chester County Food Bank, Surrey Services, For Pete’s Sake Respite
- Bermuda: Keep Bermuda Beautiful, Center Against Abuse, Truck Island Nature Reserve, Bermuda Economic Development Corporation
Social platforms provide an environment to collaborate with others and participate in friendly competitions towards achieving physical, emotional and financial well-being. Our highly competitive health, retirement, life and disability plans can be tailored to best suit your needs and those of your whole family.
Global Atlantic is committed to creating an inclusive environment where everyone can meaningfully contribute to our success. We are proud to be an equal opportunity employer and we do not discriminate in employment on any basis that is prohibited by federal, state or local laws. More than that, we strive to be inclusive of all backgrounds and experiences, which we feel gives us a competitive advantage in the market and within our firm. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
Employees who require an accommodation to perform the essential functions of their job will participate in an interactive process which may include providing documentation. If you are hired and require an accommodation for any protected status, please email [email protected].
Please click on the links below to learn more about Global Atlantic.
Global Atlantic Privacy Statement
Our employees are in the office 4 or 5 days a week in Hudson Yards, NY and 3 days a week in all other offices. If you have questions on this policy or the application process, please contact [email protected].