Sr. Service Analyst I

Position Overview

• Location Type: Onsite, Hybrid
• Job Type: Full time
• Salary: Not specified
• Location: Columbia, South Carolina

Pacific Life is seeking a talented Sr. Service Analyst I to join their Pension Operations team. This role is crucial for supporting Pacific Life's growth and success by analyzing complex pension transactions, managing relationships with plan administrators and consultants, and providing liaison support for outsourced business partners. The Sr. Service Analyst I will be the onsite liaison between the Business Process Outsourcing (BPO) site and Pacific Life home office operations, overseeing back-office functions and ensuring an industry-leading customer experience.

Requirements

• 4+ years of financial services experience and a BS/BA degree, OR 5+ equivalent years of experience with Institutional products.
• Ability to complete assignments in a high-volume, fast-paced environment under tight deadlines.
• Strong relationship management skills.
• Demonstrated ability to analyze and resolve complex issues.
• Experience with complex defined benefit/defined contribution participant benefit calculations.
• Experience in gathering and analyzing complex business requirements and developing functional specifications.

Responsibilities

• Analyze complex case documentation, interpret information, and take appropriate action based on established procedures, corporate, and compliance guidelines.
• Communicate with clients, demonstrating technical expertise and reinforcing business relationships to meet industry-leading service expectations.
• Identify BPO workflow issues and service irregularities, recommending timely, well-researched, and well-presented resolutions to management.
• Research issues promptly and manage caseload to maximize availability and meet client response time goals.
• Make decisions that positively impact the customer experience and team environment to achieve service goals.
• Participate in assigned projects, including process improvements, by providing subject matter expertise, contributing impactfully, and thoroughly researching and documenting recommendations.
• Provide oversight and support for back-office functions at the BPO site, including customer service, complaints processing, training, and workflow audits.
• Work independently, with guidance only in the most complex situations.

Company Information

Pacific Life is committed to providing for loved ones, planning rewarding retirements, and saving for the future. They foster a collaborative and innovative environment where employees are empowered to transform the industry. Pacific Life offers a career with purpose, providing support, balance, and resources for employees to make a positive impact.