Contact Center Escalations Associate

Please note that we do not offer visa sponsorship for this position.

The Contact Center Escalations Associate is responsible for supporting complex after issue (payment) servicing needs and escalated customer and agent concerns across Life & Annuity products. This role serves as an After Issue (payment) subject matter expert and central point of contact for advanced service issues, providing guidance, troubleshooting support, and end-to-end case coordination.

The associate partners closely with agents, internal operational teams, and leadership to resolve complex servicing challenges, improve customer and agent experiences, identify trends, and recommend scalable process improvements. This position requires deep knowledge of insurance and annuity servicing with a focus on After Issue process and procedure.

• Serve as a subject matter expert on complex After Issue service matters for Life & Annuity products.
• Act as an Operations relationship conduit for internal partners such as business units and field leadership.

• Act as the primary point of contact for complex policyholder and agent escalations.
• Research, analyze, and resolve escalated issues requiring advanced problem-solving and strong judgment.
• Manage cases from intake through resolution, ensuring timely follow-up and clear communication.
• Develop thoughtful and creative solutions to complex service challenges.

• Partner with internal teams such as Payment Center, Title, Contract Change, Case Design, Special Operations, and other operational groups to ensure timely and accurate issue resolution.
• Serve as a business liaison between frontline service teams, operations, and leadership.

• Track and analyze service issues and escalation trends to identify root causes and recurring challenges.
• Prepare reporting and insights for leadership related to escalations, service performance, and operational opportunities.
• Conduct or support gap analyses to compare actual performance against potential performance and identify improvement opportunities.
• Recommend and support enhancements to systems, workflows, and operational processes.
• Contribute to short- and long-term initiatives that improve efficiency, quality, and digitally enabled customer experiences.

• After Issue experience
• Bachelor’s degree or equivalent combination of education and relevant experience.
• Experience in insurance, annuities, financial services, or a related field.
• Strong knowledge of Life & Annuity products and post-issue servicing processes.
• Ability to use network to prioritize and solve issues.
• Strong analytical, problem-solving, and decision-making skills.