Customer Service Quality Assurance Specialist

Pacific Life • Newport Beach, CA

7d

About The Position

Pacific Life is seeking a Customer Service Quality Assurance Specialist to join the Consumer Markets Division (CMD) Life Operations team in Newport Beach, California; Omaha, Nebraska; or Charlotte, North Carolina. The specialist 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 for the role; the posting specifically states that FINRA Series 6 is required before hire.

The role reviews assigned communications against established criteria and current procedures, provides consistent and constructive feedback, identifies trends and training issues, and develops reporting to analyze activity and service quality. The position requires a strong understanding of CMD life products and operations, effective research and analysis, communication skills, and the ability to balance accuracy, speed, and customer service in a high-volume, fast-paced environment with tight deadlines.

Requirements

• FINRA Series 6 required prior to hire; the posting also states that FINRA SIE and Series 6 or 7 registrations are required.
• Advanced understanding of CMD life products, workflow processes, procedures, Operations services, and internal criteria for superior call handling.
• Excellent research and analysis skills.
• Demonstrated ability to effectively resolve complex issues.
• 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.
• Ability to balance accuracy, speed, and customer service.

Nice To Haves

• Communication experience in the financial services profession.

Responsibilities

• Understand the Life Customer Service team’s 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.
• Identify trends and training issues from reviews, work with management to resolve issues, and submit Training Opportunities when 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.
• Oversee administration of quality review across Life Operations.

Benefits

• Medical, dental, and vision benefits.
• Wellbeing Reimbursement Account usable 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.
• Additional incentive pay may be available to most employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed