OSITION OVERVIEW

This role will have responsibility for TPA Oversight and the policies, procedures and strategies required for efficient administration of life insurance and/or annuity 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, sales, and key vendor partners.

PURPOSE:

• Leads the establishment of policies, procedures and strategies related to the efficient administration of life insurance and/or annuity policies.
• Ensures timely and accurate processing of premium payments, financial processing requests, Death Claims and Living Benefit Claims
• Ensures timely and accurate processing of non-financial processing requests
• 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 multiple TPAs responsible for day-to-day and escalations related to policy administration
• 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

KEY OUTPUTS:

• Builds and maintains strong working relationships with internal Operations team, TPA, agents and 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 Agents, General Agents, and Independent Channel Hierarchy Top's
• Internal Sales-Distribution, Accountant Management, and Business Relationship Management Teams
• Administration teams including New Business, and leadership
• 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
• Three to Five 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
• 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

EXPERIENCE:

• 3+ years of experience in the Insurance or Financial Services Industry
• Experience analyzing, measuring and evaluating workflows, and processes.
• Proficient with Microsoft office products with focus, (MS Word, Excel, PowerPoint)

Exempt Posting Statement on Postings:

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 $ $48,533 to $ $80,889.

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