Responsibilities

As a Sr. Service Analyst I, you will analyze complex case documentation, interpret and take appropriate action utilizing established procedures and corporate guidelines, communicate with clients reflecting industry-leading service expectations, identify BPO workflow issues and recommend resolutions to Management, research issues in a timely manner, manage case loads to ensure requests are addressed by established client response time goals, and participate in assigned projects, including process improvements, by providing subject matter expertise and thoroughly researching and documenting recommendations. You will also serve as the onsite liaison between the BPO and Pacific Life home office operations, providing oversight and support to back-office functions, including customer service, complaints processing, training, and workflow audits.