Life Insurance Customer Service QA Specialist

Pacific Life; Charlotte (NC); On-site; USD 51,000 - 62,000; Full time

Benefits offered by this job

Health and wellbeing benefits

Paid time off

Parental leave

401k with company match

Job summary

Pacific Life is seeking a Customer Service Quality Assurance Specialist to join the CMD Life Operations team across Newport Beach, CA, Omaha, NE, or Charlotte, NC. You will review communications, measure quality, and partner with leaders to improve service outcomes.

You should have FINRA Series 6 and strong analytical skills, with the ability to work in a high-volume environment and provide constructive feedback that aligns with current procedures and customer service standards.

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 audiences.
• Ability to perform in high-volume, fast-paced environments; balance accuracy, speed and customer service.
• FINRA Series 6 required prior to hire.

Responsibilities

• Review communications monthly by tied deadlines using established criteria.
• Utilize CRM and analytics tools to review communications and provide feedback.
• Identify trends and training needs, raising issues with management and proposing opportunities.
• Develop and maintain reports to analyze activity data and track quality trends.
• Analyze and measure the effectiveness of existing processes.

Skills

CMD Life products knowledge

Quality assurance

Analytical thinking

Communication skills

Tools

CRM

Analytics tools

Job description

Pacific Life is seeking a Customer Service Quality Assurance Specialist to join the CMD Life Operations team across Newport Beach, CA, Omaha, NE, or Charlotte, NC. You will review communications, measure quality, and partner with leaders to improve service outcomes.

You should have FINRA Series 6 and strong analytical skills, with the ability to work in a high-volume environment and provide constructive feedback that aligns with current procedures and customer service standards.