Operations Associate (Individual Life Policy Change Team)

OneAmerica Financial; Indianapolis (IN); Hybrid; USD 42,000 - 56,000; Full time

Job summary

OneAmerica Financial is seeking an Operations Associate to support ILFS products and services, handling policy requests, data integrity, and regulatory compliance. The role emphasizes service excellence and cross-functional collaboration within a hybrid Indianapolis setting.

The position requires 2+ years in customer service and in insurance operations, with strong analytical skills and proficiency in data systems and Microsoft Office. Collaboration with stakeholders is essential for success.

Qualifications

• 2+ years of customer service experience.
• 2+ years in insurance operations or policy administration preferred.
• Strong analytical and problem solving abilities.
• Excellent written & verbal communication skills.

Responsibilities

• Process and validate complex policy service requests.
• Review documentation for completeness and compliance.
• Analyze policy data to identify discrepancies and corrective actions.
• Maintain accurate records and ensure data integrity.
• Investigate and resolve escalated service requests.
• Monitor workflows to meet SLAs and targets.
• Suggest process improvements and automation opportunities.
• Provide service that exceeds client expectations.

Skills

Customer service

Insurance operations

Policy administration

Data entry

Microsoft Office

Education

High School Diploma

College degree or equivalent experience

Tools

CRM software

Policy administration systems

Microsoft Office Suite

Job description

At OneAmerica Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship. We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together. Come be a part of this journey with us as we champion lives!

Job Summary

The Operations Associate is responsible for being there when our customers need us most and performing activities and completing processes in support of Individual Life Financial Services (ILFS) products & services. ILFS Operations provides support to the division by performing all servicing aspects required to administer life insurance policies and annuities.

We are currently seeking Level I & II Representative experience.

What You Will Do

• Process and validate complex policy service requests, including updates, corrections, reinstatements, and other policy modifications.
• Review submitted documentation for completeness, accuracy, and compliance with internal guidelines and regulatory requirements.
• Analyze policy data to identify discrepancies, determine appropriate corrective actions, and resolve issues efficiently.
• Developing additional skills to learn processing several financial work items across multiple platforms.
• Maintain detailed and accurate records of all transactions, ensuring data integrity across systems.
• Investigate and resolve escalated or high-priority service requests requiring advanced problem-solving.
• Monitor workflow queues and prioritize tasks to meet service-level agreements (SLAs) and departmental targets.
• Contribute to process improvements by identifying trends, inefficiencies, and opportunities for automation or enhancement.
• Providing service that exceeds our client's expectations.

What You Will Need

• College degree or work experience in lieu preferred (insurance, operations, call center or financial services).
  • High School Diploma required, or any combination of education and experience which would provide an equivalent background.
• 2+ years of experience in customer service required.
• 2+ years of experience in insurance operations, policy administration, underwriting support, or a similar role, strongly preferred.
• Prior experience in Individual Life Financial Services preferred, but not required
• Demonstrated ability to interpret and process complex policy changes with precision and sound judgment.
• Strong analytical and problem-solving skills with the ability to work through detailed information.
• Excellent organizational skills and the ability to manage multiple tasks simultaneously.
• High proficiency with data entry systems, CRM or policy administration systems, and Microsoft Office Suite.
• Professional written & verbal communication skills and the ability to collaborate with internal stakeholders.
• Ability to work well within a collaborative team environment

Salary Band

03A

This selected candidate will be expected to work hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in CA, IN or ME as business needs dictate or for team building and collaboration.

Benefits

We offer a comprehensive total rewards package designed to support you both at work and at home. Full-time and part-time associates working 30 or more hours per week are generally eligible for benefits, including but not limited to:

• Medical & prescription, dental, vision insurance
• Health Savings Account & Flexible Spending Accounts
• Paid Time Off
• 10 weeks 100% paid parental leave (after completing 12 months of employment)
• 401(k) Plan with company match
• Pension Plan
• Company paid life & disability insurance
• Wellness Program & Company paid employee assistance program
• Clinic access subject to location* (*Indianapolis, Charlotte, Cincinnati)

If you are offered and accept this position, please be advised that OneAmerica Financial does not have any offices located in the State of New York and OneAmerica Financial associates are not permitted to work remotely in the State of New York.

Selected employees must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Disclaimer: American United Life Insurance Company ("OneAmerica Financial") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, gender identity), age, physical or mental disability, veteran or military status, genetic information, citizenship, or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

For All Positions

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica Financial, visit oneamerica.com/companies.