Customer Service Quality Assurance Specialist
About The Position
Pacific Life is seeking a Customer Service Quality Assurance Specialist for its Consumer Markets Division (CMD) Life Operations team, based in Newport Beach, California; Omaha, Nebraska; or Charlotte, North Carolina. The role assesses the quality of Life Customer Service calls and communications, uses analytics platforms to identify service-quality trends, identifies process-improvement opportunities, and oversees administration of quality reviews across Life Operations. FINRA SIE and Series 6 or 7 registrations are required; the posting specifically states that FINRA Series 6 is required before hire. The specialist reviews assigned communications against established criteria and current procedures, providing accurate, consistent, and constructive feedback. The position also identifies trends and training needs, works with management to resolve issues, develops reporting on review activity and service quality, and measures the effectiveness of existing processes. The role requires advanced knowledge of CMD life products and operations, strong research, analysis, and communication skills, and the ability to work accurately in a high-volume, fast-paced environment under tight deadlines. The posted base pay range is $36.95–$45.17. Pacific Life notes that eligible employees may receive additional incentive pay. Benefits begin on the first day and include medical, dental, vision, a wellbeing reimbursement account, paid time off and holiday schedules, financial planning time off, paid parental leave, adoption assistance, and a 401(k) savings plan with company match and an additional contribution regardless of participation.
Requirements
- Advanced understanding of CMD life products, workflow processes, procedures, Operations services, and internal criteria for superior call handling.
- Excellent research and analysis skills, with demonstrated ability to resolve complex issues effectively.
- Strong communication skills when dealing with a variety of people; financial services experience is preferred.
- Ability to complete assignments in a high-volume, fast-paced environment under tight deadlines and balance accuracy, speed, and customer service.
- FINRA Series 6 required prior to hire; the posting also states that FINRA SIE and Series 6 or 7 registrations are required for the role.
Nice To Haves
- Financial services professional experience.
Responsibilities
- Demonstrate a complete understanding of Life Customer Service team objectives, processes, rationale, and established service level agreements.
- Review assigned communications each month by key deadlines.
- Use established criteria and available resources, including CRM and analytics tools, to review communications and provide accurate, consistent, and constructive feedback reflecting management expectations and current procedures and processes.
- Proactively identify trends and training issues from reviews, address them with management to ensure resolution, and submit Training Opportunities as identified.
- Develop and maintain reporting to collect and analyze activity data and track trends in service quality.
- Analyze and measure the effectiveness of existing processes.
Benefits
- Medical, dental, and vision coverage.
- Wellbeing Reimbursement Account for the employee or eligible dependents.
- Paid time off, holiday schedules, and Financial Planning Time Off.
- Paid parental leave.
- Adoption assistance program.
- 401(k) savings plan with company match and an additional company contribution regardless of participation.
- Eligible employees may receive additional incentive pay.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
