Operations Risk Support Specialist

Pacific Life•Newport Beach, CA

14h•Hybrid

About The Position

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. We're actively seeking a talent Operations Risk Support Specialist to join our Ops Risk Support team in Newport Beach, CA or Omaha, NE. This role is hybrid with a one day a week office requirement. As an Operations Risk Support Specialist, you’ll move Pacific Life, and your career forward by partnering with Compliance and the business areas by researching and analyzing operational compliance and legal related cases.

Requirements

Minimum 2+years of experience in an Annuity Call Center (Operations focused)
Familiarity with annuity products and features (not required to be Pacific Life specific)
Ability to clearly explain annuity product concepts
Experience identifying matters that require compliance or legal review (fraud, operational compliance reviews)
Demonstrated ability to research, analyze and interpret policies, procedures or regulatory guidance

Nice To Haves

Clear, concise and confident communication
Demonstrated ability to review operational compliance items, such as identifying or reviewing unusual, suspicious or fraudulent activity
Natural growth mindset and drive to strengthen operational controls
Demonstrated critical thinking skills to assess information, ask meaningful questions to reach conclusions

Responsibilities

Independently supports research and responses to cases received from Operations or Office of General Counsel (OGC) for both Life and Annuities lines of business.
Follows established department standards for working through cases and presenting responses.
Work efficiently, meeting expectations for deadlines, thoroughness, and accuracy.
Leads positive and professional interactions with internal and external business partners.
Autonomously leverages operations resources to conduct thorough case research; Concisely synthesizes research, enabling stakeholder decisions.
Successfully masters task completion of all P1 level case types, including privacy incidents, identity thefts, fraud/suspicious activity, complaints, claims, subpoenas and attorney inquiries, and audit file preps and others as assigned.
Supports senior team members with good order review and auto approval of resolutions submissions, following established procedures.
Cases are reviewed and responded to with a sense of urgency, adhering to SLAs.
Resolution decisions are effectively communicated to production teams with required details.
Urgent issue inquiries are responded to with appropriate priority to ensure immediate resolution.
Supports effective case preparation for Resolutions committee presentation, ensuring Resolution Committee can make effective business decisions.
Documentation is clear and is provided to all stakeholders in a timely fashion.
Identifies gaps in operations documentation and processes and escalates through appropriate channels to ensure they are addressed.
Identifies risk-related trends through research, communicating upward to leadership with recommendations to address.
Successfully completes Life and/or annuity product line training for cross line of business support.

Benefits

Medical
Dental
Vision
Wellbeing Reimbursement Account
Paid Time Off
Holiday Schedules
Financial Planning Time Off
Paid Parental Leave
Adoption Assistance Program
Competitive 401k savings plan with company match and an additional contribution regardless of participation