Life Operations Escalations Analyst

🔥 33 minutes ago

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Prosperity Life

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1916

🛡️ Insurance

💸 Finance

💰 $6.9M Venture Round - Prosperity Life on 2019-11

Insurance • Finance

Prosperity Life is a US-centric life insurance organization offering life and annuity insurance, reinsurance, and capital solutions. The company provides universal life insurance and annuities, focuses on capital and risk-management solutions for block and flow reinsurance, and underwrites life insurance, annuities, and supplemental health products through affiliated underwriting companies (SBLI USA, S. USA, Shenandoah Life, National Western). It has over 100 years of life insurance experience and $29. 3B in assets under management (book value AUM as of 3/31/25). Prosperity Life Group also markets careers, leadership, and newsroom updates, and emphasizes financial strength with A- ratings from AM Best, S&P Global (for some subsidiaries), and Kroll.

📋 Description

• Own Life Escalations End‑to‑End • Manage all incoming life escalations across post‑issue servicing —from initial acknowledgment through final resolution • Take full ownership of escalated cases, ensuring timely, accurate responses that meet SLA commitments while delivering a positive customer experience • Provide consistent status updates and follow‑through to ensure issues are resolved completely and effectively • Partner Across the Business & with Our TPA • Work closely with our TPA escalations team to resolve complex issues, address system complications, and ensure timely action on open items • Partner with operational teams, product, compliance, marketing, and key vendor partners to drive alignment and resolution • Support the Operational TPA Oversight Manager by assisting with incident analysis and prioritization of escalated work and projects • Drive Quality, Oversight & Continuous Improvement • Perform root‑cause analysis on escalations to identify trends, systemic issues, and long‑term solutions • Assist with QA analysis of post‑issue service requests to confirm SLA adherence and quality processing by the TPA • Support oversight, reporting, and continuous improvement initiatives by leveraging data to provide actionable insights and recommendations • Communicate with Professionalism & Impact • Act as a trusted point of contact for escalated matters, communicating clearly and professionally with agents, distributors, customers, vendors, and internal stakeholders • Apply strong critical‑thinking and problem‑solving skills to navigate complex scenarios in a fast‑paced, evolving environment • Demonstrate initiative, accountability, and sound judgment while working independently and collaboratively

🎯 Requirements

• 1-3 years of experience in financial services and life insurance strongly preferred • Prior experience working directly with a TPA provider • Demonstrated knowledge of life operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutions • Knowledge of life products; fixed, indexed and variable • Experience analyzing, measuring, and evaluating data through reporting • Excellent verbal and written communication skills, at all levels of the organization

🏖️ Benefits

• A competitive benefits package including comprehensive medical, dental, and vision coverage • An HSA and 401(k) company match • Paid time off • Employer-paid life and disability insurance • Remote/hybrid work arrangement