Contact Center Escalations Associate

Responsibilities

• After Issue Service Expertise
• Serve as a subject matter expert on complex After Issue service matters for Life & Annuity products.
• Act as an Operations relationship conduit for internal partners such as business units and field leadership.
• Relationship and Resolution Management
• Act as the primary point of contact for complex policyholder and agent escalations.
• Research, analyze, and resolve escalated issues requiring advanced problem-solving and strong judgment.
• Manage cases from intake through resolution, ensuring timely follow-up and clear communication.
• Develop thoughtful and creative solutions to complex service challenges.
• Partner with internal teams such as Payment Center, Title, Contract Change, Case Design, Special Operations, and other operational groups to ensure timely and accurate issue resolution.
• Serve as a business liaison between frontline service teams, operations, and leadership.
• Reporting and Process Improvement
• Track and analyze service issues and escalation trends to identify root causes and recurring challenges.
• Prepare reporting and insights for leadership related to escalations, service performance, and operational opportunities.
• Conduct or support gap analyses to compare actual performance against potential performance and identify improvement opportunities.
• Recommend and support enhancements to systems, workflows, and operational processes.
• Contribute to short- and long-term initiatives that improve efficiency, quality, and digitally enabled customer experiences.
• Required Qualifications
• After Issue experience
• Bachelor's degree or equivalent combination of education and relevant experience.
• Experience in insurance, annuities, financial services, or a related field.
• Strong knowledge of Life & Annuity products and post-issue servicing processes.
• Ability to use network to prioritize and solve issues.
• Strong analytical, problem-solving, and decision-making skills.

Benefits

Additional Information

Come join one of America's fastest-growing insurance companies. Since 1848, National Life Group has aimed to keep our promises, providing families with stability in good times and in bad. Throughout that history, we have provided peace of mind to those families as they plan their futures. Our mission extends beyond the insurance and annuities policies that we offer. We strive to make the world a better place through our grants from our charitable foundation, paid volunteer time for our employees, environmentally sustainable and healthy workplaces, and events that promote the work of nonprofits in our own backyard. We foster a collaborative environment with opportunities for growth and encourage our associates to live our values: Do good. Be good. Make good. Please note that we do not offer visa sponsorship for this position. We are seeking candidates who are bilingual in Spanish and English. Position Summary The Contact Center Escalations Associate is responsible for supporting complex after issue (payment) servicing needs and escalated customer and agent concerns across Life & Annuity products. This role serves as an After Issue (payment) subject matter expert and central point of contact for advanced service issues, providing guidance, troubleshooting support, and end-to-end case coordination. The associate partners closely with agents, internal operational teams, and leadership to resolve complex servicing challenges, improve customer and agent experiences, identify trends, and recommend scalable process improvements. This position requires deep knowledge of insurance and annuity servicing with a focus on After Issue process and procedure.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at nationallifeinsurancecompany? Share your experience