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

Wellbeing Reimbursement Account

Paid Time Off

Holiday Schedule

Financial Planning Time Off

Paid Parental Leave

Adoption Assistance

401k with company match

Job summary

Pacific Life Insurance Company, a leading provider in Newport Beach, seeks a Customer Service Quality Assurance Specialist for its CMD Life Operations team. You will review customer communications, apply established criteria, and provide constructive feedback to improve service quality across channels.

The role requires FINRA SIE and Series 6 registrations and a deep CMD life products understanding. Join a team focused on accuracy, efficiency, and superior customer experience in a high-volume

Qualifications

• Advanced CMD life product knowledge and operations experience.
• Strong research and analytical abilities for complex issues.
• Excellent communication with diverse stakeholders.
• Ability to balance accuracy, speed and customer service under deadlines.
• FINRA Series 6 required prior to hire.

Responsibilities

• Demonstrates understanding of Life Customer Service objectives, processes and SLAs.
• Reviews communications monthly by deadlines and provides feedback.
• Uses CRM and analytics tools to review communications and ensure consistency.
• Identifies training opportunities from reviews and reports trends.
• Develops reporting to analyze activity data and service quality trends.
• Analyzes and measures effectiveness of existing processes.

Skills

Advanced CMD life products knowledge

Research and analysis skills

Strong communication skills

Ability to work in high-volume, fast‑p

Customer service orientation

Tools

CRM systems

Analytics tools

Job description

Position Overview

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.

Location

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.

Key Responsibilities

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

Experience

• 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

$36.95 - $45.17

Benefits

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

Company Culture

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.

You Can Be Who You Are

What you can expect

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.