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About the role
Key responsibilities & impact- Investigate and resolve moderately complex to complex Life and Investment member complaints, including those submitted through regulatory agencies
- Conduct thorough research and collaborate with internal and external partners to determine appropriate resolutions
- Identify process breakdowns, service issues, or regulatory concerns that may have contributed to member complaints
- Partner with Legal, Compliance, Operations, and other stakeholders to ensure accurate and compliant outcomes
- Prepare clear and concise written communications detailing findings, root cause analysis, and resolutions
- Communicate resolutions to members and regulatory agencies with professionalism, empathy, and confidence
- Serve as a subject matter expert and resource for follow-up questions and escalations
- Manage a dynamic workload while consistently meeting regulatory deadlines and service-level expectations
- Identify trends, compliance gaps, and process improvement opportunities and escalate recommendations when appropriate
- Support a strong risk and compliance culture by adhering to company policies and regulatory requirements
Requirements
What you’ll need- Bachelor's degree OR 4 years of relevant education and/or professional experience
- 4+ years of experience in the life insurance and/or investment industry
- 2+ years of experience handling escalations, complaints, or conflict resolution
- Ability to communicate effectively with members, executives, regulators, and internal stakeholders
- Experience working in a Windows-based environment and managing multiple priorities simultaneously
- Strong attention to detail, analytical thinking, and organizational skills
- Licensing Requirement FINRA Series 7 or Group 1 Life & Health License required (or ability to obtain within 90 days of hire)
Benefits
Comp & perks- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program with paid holidays plus 16 paid volunteer hours
- Various wellness programs
- Career path planning and continuing education
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Complaint ResolutionRoot Cause AnalysisProcess ImprovementAnalytical ThinkingAttention to Detail
Soft Skills
Effective CommunicationEmpathyOrganizational SkillsProfessionalism
Certifications
FINRA Series 7 LicenseGroup 1 Life & Health License