Operations Specialist, Policyholder Services

Trellis Insurance Solutions LLC • Charlotte, NC

10d

About The Position

Trellis Financial is hiring Operations Specialists, Policyholder Services - the human voice of Trellis for our in-force policyholders. From the day a contract is issued through the rest of the policyholder relationship, this role is responsible for taking care of our customers, answering questions, processing service requests, and making sure every interaction reflects the trust our policyholders have placed in us. This is an entry-level role that serves as a foundational seat in our growing in-house operations team. As Trellis grows, this role offers a clear path into senior roles within the organization.

Requirements

• Associate's or Bachelor's degree, or equivalent professional experience.
• 1–3 years of experience in financial services, insurance, contact center, or annuity operations preferred. Recent graduates with strong internships or applicable coursework are encouraged to apply.
• Active North Carolina Life Insurance license, or willingness to obtain within 90 days of hire (Trellis will support exam preparation and licensing fees).
• Authentic warmth in both phone conversations and written communication
• Exceptional attention to detail, with a track record of accuracy in transaction processing and customer documentation.
• Strong written and verbal communication skills, with the ability to explain complex topics clearly and patiently.
• Comfortable working in a fast-paced, deadline-driven environment with multiple parallel priorities.
• Intermediate proficiency with Microsoft Office (Outlook, Excel, Word, Teams). Experience with annuity administration systems, contact center telephony, or e-signature platforms is a plus.
• Sound judgment and a bias for raising issues early, particularly anything that touches policyholder funds, complaints, or compliance.
• A team-first mindset and a positive, professional presence (the kind of person colleagues want to work alongside).

Nice To Haves

• Experience with annuity administration systems, contact center telephony, or e-signature platforms is a plus.

Responsibilities

• Process non-financial transactions across the in-force annuity book, including address changes, beneficiary changes, payment frequency changes, and banking updates
• Process financial disbursements using the Trellis Financial procedures
• Answer policyholder calls and email with warmth, accuracy, and professionalism, using Trellis call scripts and authentication procedures.
• Send confirmation correspondence communications accurately and on time.
• Support relay calls and accessibility accommodations in line with ADA requirements
• Escalate appropriately to the Senior Operations Associate or Head of Operations Strategy when cases are complex, sensitive, or fall outside Trellis service standards.
• Document case work clearly in the Trellis Administrative System.
• Adhere to all applicable regulatory requirements and Trellis privacy and information security standards.
• Maintain current product knowledge across the Trellis annuity portfolio
• Proactively raise process gaps, complaint trends, and policyholder pain points in a timely manner.
• Support special projects as requested by Operations leadership, including UAT cycles, document standardization, and continuous improvement work.

Benefits

• Medical, dental, and vision insurance, along with life insurance and related coverage
• Predictable work schedule: Monday through Friday, 9:00 AM–6:00 PM EST, including two 15-minute breaks and a 30-minute lunch
• Performance-based bonuses recognizing individual contribution
• 401(k) retirement plan (eligibility and terms apply)
• Discretionary paid time off, with flexibility to coordinate time away in partnership with your manager
• Company-observed holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree