Post Issue Annuities Senior Analyst

POSITION OVERVIEW

This role will have responsibility for the support of Global Atlantic processing and TPA Oversight of Post Issue policies, procedures, and strategies required for efficient administration of annuity business.  Successful incumbent will partner closely with operational teams, product, compliance, legal, and key vendor partners. 

PURPOSE:

• Supports the establishment of policies, procedures and strategies related to the efficient administration of inforce and claims processing within our annuity business.
• Ensures timely and accurate processing of Post Issue transactions.
• Drives continual improvement of the Customer Experience leveraging effective Quality and Audit controls.
• Analyzes problems impacting business processes and develops both systematic and procedural recommendations to solve
• 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 inforce and claims processing.
• 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 complaint cases while weighing company philosophy, compliance, business risks, tax, regulatory ramifications and administrative costs.
• Supports special projects and system enhancements.
•  Assists with procedure writing and training as needed.

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
• Business Relationship Management Teams
• Operations teams including New Business, Contact Center, 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 work experience preferred
•  5 years of industry experience, life/annuity experience or TPA vendor management experience preferred. Inforce and claims experience strongly preferred.
• Demonstrated knowledge of operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutions.
• Effective verbal and written communication
• Ability to make decisions, use independent judgment, establish priorities, and work effectively on multiple initiatives simultaneously in a fast-paced environment.

EXPERIENCE:

• 5 years of experience in the Insurance or Financial Services Industry
• Experience analyzing, measuring and evaluating workflows, and processes.

This is the expected annual base salary range for this position. Actual salaries may vary based on factors, such as skill, experience, location, and qualification for the role. Employees may be eligible for a discretionary bonus, based on factors such as individual and team performance.  Base Salary Range - $75,000 to $100,000