Customer Resolution Associate - Inforce Operations

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

The Associate I CX Operations position acts as a resource and valued partner and liaison for CX Operations and the Protection division’s internal and external distribution; collaborating across multiple functional areas to enhance the customer experience and to ensure operational alignment and readiness for life operations. 

• Provides customer support in partnership with Protection sales associates related to CX Inforce Operations inquiries on daily basis. This includes coordinating resolution with internal stakeholders on questions, special requests, exceptions, escalations, ensuring adherence to compliance and guidelines; communicates post-resolution
• Serves as an internal liaison between Retirement & Protection sales associates, representing the needs of applicable CX Operations areas 
• Acts as a point of contact for distribution channels and sales leadership to maintain alignment with CX Operations goals and initiatives. Proactively communicates around changes or issues
• Partners with CX Operations leaders and team members to engage and support strategies to enhance distributor and customer experience
• Supports compliance with questions & inquiries to support facilitation of the company’s response for filed complaints
• Serves as a single point of contact for escalations from business units & executives and supports inquiries through resolution.
• Performs other duties as assigned

• 2-5 years’ related experience in the financial services industry
• Bachelor’s degree in a business-related area or discipline is preferred or equivalent work experience
• Proven experience and skill with the de-escalation of customer concerns with strong conflict resolution ability.
• Must possess deep knowledge of life insurance products, CX operations processes, distribution channels, and customer interaction channels (Web, Phone, Email, & Social Media)
• Strong understanding of legal, compliance and regulatory requirements related to the administration of  life products
• Strong relationship and negotiating skills among internal and external business partners and team members
• Excellent verbal and written communication and presentation skills, across all levels of the organization 
• Excellent organizational skills and high attention to detail
• Ability to work effectively in a high-demand and fast-paced environment

Employee Benefits:  

We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.  

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Diversity and Inclusion:

At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace all skills and abilities. Our aim is to create an equitable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email martina.winston@protective.com.This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.