Pension Service Analyst I

Our Pension Operations business processing teams support an industry-leading customer experience through the consistent and accurate handling of transaction requests across the lifecycle of our contracts, demonstrating the ease of doing business with Pacific Life. This role focuses on analysis of complex Institutional (defined benefit and defined contribution) transactions (pre/post issue) and providing liaison support for a Third-Party Administrator (TPA) and divisional business partners on escalated case review across this business lines. Works under moderate supervision to meet objectives around processing quality, identification of service enhancements, support of core business partnerships, accountability for departmental support functions (quality review, on-the-job training, project initiatives, workflow monitoring), and ongoing self-development activities.

How you'll help move us forward:

Processing Quality and Identification of Service/Workflow Issues and Enhancements

• Meets quality and quantity processing standards established by management, across both PL and TPA administrative systems. Applies same standards to internal quality review functions, identifying trends and opportunities.

• Able to analyze complex case documentation, interpret and take appropriate action utilizing established procedures, corporate and compliance guidelines. Examples: QDRO's, POAs, plan benefits that over time continue to expand in complexity (I.E., deferred, cash balance, QLAC).

• Demonstrate strong technical expertise across all department processes and systems to best support internal and external clients.

• Identifies TPA workflow issues, service irregularities and recommends resolutions to Management. Recommendations are timely, well-researched, and well-presented with all relevant details.

• Identifies opportunities for documentation updates and submits through appropriate channels.

• Makes decisions that positively impact the customer experience and team-environment to ensure successful completion of service goals.

Escalated Case Handling and Support of Business Partnerships (Annuitant Level)

• Communications with annuitants reflect industry-leading service expectations, both demonstrating technical expertise and reinforcing the business relationship.

• Exception and escalated issues are thoroughly analyzed, accurately documented, clearly outline issues and error sources, and are presented to management.

• Issues are researched in a timely manner, and case load is managed to maximize availability and ensure requests can be addressed by established client response time goals. Examples: Valuation discrepancies, DOI Complaints, Accounting discrepancies, etc.

• Rationale behind requests that cannot be accommodated are promptly and clearly explained to annuitants and internal business partners.

• Proactively monitors status of issue resolution and ensures completion.

Communication - Positive Service Experience

• Follows Operations' guidelines for providing a positive service experience to caller and recipient.

• Tailors' communication style to match recipient. Uses diagnostic skills to clearly identify core issues, anticipate needs, accommodate requests, or provide alternatives.

• "Owns" calls and emails and strives to ensure first communication resolution.

• Collaborate with management and senior peers to develop skills needed to handle escalated or complex communications as appropriate.

Departmental Support

• Workflow Monitoring: Monitors department workflow and adjusts as needed. Effectively and positively communicates with peers. Personally, rotates assignments in support of workflow needs, including mailbox coverage, and temporary assignments within Operations in support of other departments or contingency planning.

• Department Initiatives: Under supervision, participates in assigned projects, including process improvements, by providing Operational support, impactfully contributing to activities, and thoroughly researching and documenting recommendations. Initiatives are documented and provided to management within assigned deadlines.

Self-Development

• Demonstrates awareness of the Performance Management and SMART goal writing process and meets target deadlines for check-ins and evaluations. Applies feedback from call reviews and coaching and development meetings.

• Takes ownership for goals and learning opportunities. Comes prepared for coaching sessions with status of progress, collaborates with Director to identify growth opportunities, crafts meaningful SMART goals aligned with objectives, and follows through on action plan.

The experience you bring:

• 2+ years of financial services experience and BS/BA degree or 4+ equivalent years of experience with Institutional products, preferred.

• Ability to complete assignments in high-volume, fast paced environment under tight deadlines.

• Strong relationship management skills.

• Demonstrated ability to analyze and resolve complex issues.

• Experience in gathering and analyzing complex business requirements and developing functional specifications.

• Strong communication skills dealing with a variety of people, preferably in the financial services professional.

• Adaptable to using/understanding various system functionality and experience working with different technologies.

• Strong experience in Microsoft Word and Excel.

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