Senior Customer Escalation Associate - Life Insurance and Annuity (Charlotte, NC (Hybrid) or Remote)

Brighthouse Financial; Seattle (WA); Remote; USD 55,000 - 70,000; Full time

Benefits offered by this job

Base salary with incentives

Flexible remote or in-office work

Paid time off

401(k) with company match

Stock purchase plan discount

Health, vision, dental plans

Health savings account contributions

Paid parental leave

Dependent care FSA

Life insurance

Short-term disability

Job summary

Brighthouse Financial offers a flexible, hybrid work environment where you can work remotely or in the office as a Senior Customer Relations Associate. You will investigate and respond to annuity and life insurance complaints, prepare regulatory reports, and coordinate with regulators and internal teams to address root causes of issues.

You will work independently and within a team, applying strong analytical and communication skills to resolve matters efficiently while ensuring accuracy and

Qualifications

• 3+ years of annuity and life insurance industry experience preferred.
• Customer service experience.
• Strong analytical and investigative skills.
• Strong negotiation skills.
• Excellent oral and written communication skills.
• Able to communicate clearly and concisely with customers and regulators.
• Ability to work independently and as part of a larger team.
• Ability to work under tight time constraints.
• Bachelor's degree preferred.
• FINRA SIE, Series 6 or 7 or willingness to obtain.

Responsibilities

• Investigate, manage and respond to annuity and life insurance customer complaints from customers, attorneys, and regulators.
• Prepare business and regulatory complaint reports.
• File complaint reports with state insurance and securities regulators.
• Work with other compliance, legal, and business associates to address the root cause of complaints and assist in the development of targeted training.
• Work with third-party administrators on potential procedure revisions and other required actions identified through complaint trends.
• Conduct quality assurance reviews to ensure the accuracy of data collected.

Skills

Customer service

Analytical skills

Investigative skills

Negotiation

Written communication

Oral communication

Regulatory communication

Team collaboration

Time management

Education

Bachelor's degree preferred

FINRA SIE

Series 6 or 7 (or willing to obtain)

Job description

Full job description

Where you'll work:

Our flexible, hybrid work model offers the option to work remotely or in the office.

How you'll contribute:

As a Senior Customer Relations Associate, you'll be responsible for handling and resolving customer complaints in a timely and effective manner with the following key responsibilities.

• Investigate, manage and respond to annuity and life insurance customer complaints from customers, attorneys, and/or regulators.
• Prepare business and regulatory complaint reports.
• File complaint reports with state insurance and securities regulators.
• Work with other compliance, legal, and business associates to address the root cause of complaints and assist in the development of targeted training.
• Work with third-party administrators on potential procedure revisions and other required actions identified through complaint trends.
• Conduct quality assurance reviews to ensure the accuracy of data collected.

We're looking for people who have:

• 3+ years of annuity and life insurance industry experience preferred.
• Customer service experience.
• Strong analytical and investigative skills.
• Strong negotiation skills.
• Excellent oral and written communication skills.
• Able to communicate clearly and concisely with customers and regulators.
• Ability to work independently and as part of a larger team.
• Ability to work under tight time constraints.
• Bachelor's degree preferred.
• Currently holds FINRA SIE, Series 6 or 7 or willingness to obtain.

Research shows some people may not apply for a role if they don't check all the boxes of a job description. If you don't check every box listed, that's okay. We would love to hear from you.

What you'll receive:

• Compensation – Base salary ranging from $55,000 to $70,000 plus competitive performance-based incentives determined by company and individual results.
• Flexible Work Environment – Work remotely or in the office to better thrive in all areas of life.
• Paid Time Off – Recharge with a minimum of 20 days of paid time off and 16 paid company holidays per calendar year plus paid volunteer time and paid study time.
• Financial Health – Work toward achieving your financial goals through our 401(k) savings plan with company match (up to 6%) and annual company nondiscretionary contribution (3%), 15% employee stock purchase plan discount, and financial counseling services.
• Health and Wellness – Enjoy competitive medical, vision, and dental plans plus tax-free health savings accounts with potential company contributions up to $1,000 per family.
• Family Support – Care for loved ones with up to 16 weeks of paid leave for new parents, back-up dependent care, dependent care flexible spending account, and up to a $25,000 lifetime maximum during your adoption, infertility, or surrogacy journey.
• Life and Disability Support – Gain access to company-paid basic life insurance and short-term disability insurance.

The company and your department may occasionally gather in person throughout the year to foster a culture of belonging and promote team building. We'd love for you to join us during those company-wide and department-wide events to help you strengthen connections across the company.

Why join us?

Brighthouse Financial is on a mission to help people achieve financial security. Our company is one of the largest providers of annuities and life insurance in the U.S.,* and we specialize in products designed to help people protect what they've earned and ensure it lasts.

We empower employees to collaborate, bring their passion to work, and make an impact. Our inclusive work environment fosters a culture that celebrates diverse backgrounds and experiences. You can find out more about our company culture by visiting brighthousefinancial.com/about-us/careers/.

We're proud to be a Fortune® 500 company** and recognized as one of the Healthiest Employers of Greater Charlotte by the Charlotte Business Journal. We're also honored to be named to Newsweek's list of Most Trustworthy Companies in America.