Please note that we do not offer visa sponsorship for this position.

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.

Key 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

• Your benefits start day one and are flexible and customizable to your and your family’s specific needs. Check out the BENEFITS of a Career at National Life!

Contact Center Service Specialist - Start Date June 22, 2026)

Please note that we do not offer visa sponsorship for this position. 

Role Summary

We will train you to work directly with our customers across America to ensure they have a positive experience in understanding their life and annuity policies with National Life Group.  You will empower customers by providing information, help to solve important issues, and collaborate with the team to reach our full potential and achieve results.  Ultimately, you will be an active and engaged member of a team dedicated to bringing peace of mind to all we serve.

Our hours of operation are 8am-7pm ET Monday-Friday with representatives working an 8 hour shift between those hours. 

This position currently offers an onsite work schedule, with the expectation that you are in the office four (4) days per week during onsite core days. Our current onsite core days are Monday, Tuesday, Wednesday, and Thursday.  The work schedule type and core days are subject to change with advance notification and manager discretion.

Minimum Qualifications

• Associate’s degree or higher preferred  
• You have 2+ years of professional work experience interacting with customers 
• You are passionate about working for a company with a cause-driven culture 
• You are able to successfully pass a background check that may include fingerprinting 

Preferred Qualifications

• You are great with people 
• You enjoy delighting customers with exceptional service 
• You are an excellent communicator, with strong listening skills 
• You have solid computer and math skills 
• You are strong with solving problems and working in a collaborative environment 
• You are great at multi-tasking in a fast paced environment and are computer savvy (web searches, MS Office and Mainframes) 
• You have a knack for seeing how things can be done more efficiently and effectively, and are open to continuous improvement and change 

Benefits

• Your benefits start day one and are flexible and customizable to your and your family’s specific needs. Check out the BENEFITS of a Career at National Life!