Customer Service Quality Assurance Specialist

Pacific Life Insurance Company; Newport Beach (CA); On-site; USD 51,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental, Vision Coverage

Generous PTO & Holidays

401k with company match

Job summary

Pacific Life in Newport Beach, CA, is hiring a Customer Service Quality Assurance Specialist for the Consumer Markets Division (CMD) Life Operations. The role focuses on assessing the quality of customer service interactions, leveraging analytics to reveal trends, and driving improvements across life operations.

The ideal candidate has strong research and analytical abilities, excellent communication, and the capacity to work in a fast-paced environment; FINRA Series 6 is required prior to hire.

Qualifications

• Advanced understanding of CMD Life products, workflows and operations services.
• Excellent research and analysis skills; ability to resolve complex issues.
• Strong communication skills with diverse stakeholders.
• Ability to perform in high-volume, fast-paced environments and meet deadlines.
• FINRA Series 6 required prior to hire.

Responsibilities

• Review Life Operations communications monthly against deadlines.
• Use criteria and CRM/analytics tools to review communications and provide actionable feedback.
• Identify trends and training opportunities from reviews and escalate as needed.
• Develop and maintain reports to analyze activity data and track service quality trends.
• Measure the effectiveness of existing processes.

Skills

CMD life products knowledge

Analytical skills

Strong communication

High-volume environment

FINRA Series 6

Tools

CRM tools

Job description

Job Description: 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 talented Customer Service Quality Assurance Specialist to join our Consumer Markets Division (CMD) Life Operations team in Newport Beach, CA, Omaha, NE, or Charlotte, NC.

As a Customer Service Quality Assurance Specialist, you’ll move Pacific Life, and your career, forward by assessing the quality-of-Life Customer Service calls and communications, leveraging analytics platforms to identify trends in service quality, identifying process improvement opportunities, and overseeing administration of quality review across Life Operations.

FINRA SIE and Series 6 or 7 registrations are required for this role.

How you’ll help move us forward:

• Demonstrates complete understanding of Life Customer Service team’s objectives, processes and rationale, and established service level agreements.
• Reviews assigned communications each month by key deadlines.
• Utilizes established criteria and available resources—including CRM and analytics tools-- to review communications and provide accurate, consistent and constructive feedback reflecting management expectations and the most current procedures and processes.
• Proactively identifies trends and training issues from reviews, addresses with management to ensure issues are resolved, and submits “Training Opportunities” as identified.
• Develops and maintains reporting to collect and analyze activity data and track trends in service quality.
• Analyzes and measures the effectiveness of existing processes.

The experience you bring:

• Advanced level of understanding of CMD life products, workflow processes, procedures and Operations services, as well as internal criteria for superior call handling.
• Excellent research and analysis skills; Demonstrated ability to effectively resolve complex issues.
• Strong communication skills dealing with a variety of people, preferably in the financial services profession.
• Ability to complete assignments in a high-volume, fast-paced environment under tight deadlines; Ability to balance accuracy, speed, and customer service.
• FINRA Series 6 required prior to hire into this role.

Base Pay Range:

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay. $36.95 - $45.17

Your Benefits Start Day 1

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
• Paid Parental Leave as well as an Adoption Assistance Program
• Competitive 401k savings plan with company match and an additional contribution regardless of participation

You Can Be Who You Are

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.

What’s life like at Pacific Life?

Visit Instagram.com/lifeatpacificlife

EEO Statement:

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.

Pacific Life is more than a job — it’s a career with purpose. For nearly 160 years, we’ve helped people protect their financial futures through strength, stability, and innovation. Join us to make a meaningful impact and build a career where you can thrive. Learn more. Pacific Life's success is driven by our people. We create, embrace and sustain an inclusive workplace where all employees are respected and supported throughout their career. Our values inspire and direct our actions shaping the vibrant culture we proudly uphold. Learn more.