[Remote] Life Operations Escalations Analyst

Note: The job is a remote job and is open to candidates in USA. Prosperity Life is a fast-growing, privately held insurance company aiming to redefine client relationships and talent engagement. The Life Escalations Analyst will manage escalated life service requests, ensuring timely resolution while collaborating with multiple teams to enhance service delivery and operational outcomes.

Responsibilities

• Manage all incoming life escalations across post‑issue servicing —from initial acknowledgment through final resolution
• Take full ownership of escalated cases, ensuring timely, accurate responses that meet SLA commitments while delivering a positive customer experience
• Provide consistent status updates and follow‑through to ensure issues are resolved completely and effectively
• Work closely with our TPA escalations team to resolve complex issues, address system complications, and ensure timely action on open items
• Partner with operational teams, product, compliance, marketing, and key vendor partners to drive alignment and resolution
• Support the Operational TPA Oversight Manager by assisting with incident analysis and prioritization of escalated work and projects
• Perform root‑cause analysis on escalations to identify trends, systemic issues, and long‑term solutions
• Assist with QA analysis of post‑issue service requests to confirm SLA adherence and quality processing by the TPA
• Support oversight, reporting, and continuous improvement initiatives by leveraging data to provide actionable insights and recommendations
• Act as a trusted point of contact for escalated matters, communicating clearly and professionally with agents, distributors, customers, vendors, and internal stakeholders
• Apply strong critical‑thinking and problem‑solving skills to navigate complex scenarios in a fast‑paced, evolving environment
• Demonstrate initiative, accountability, and sound judgment while working independently and collaboratively

Skills

• 1-3 years of experience in financial services and life insurance strongly preferred
• Prior experience working directly with a TPA provider
• Demonstrated knowledge of life operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutions
• Knowledge of life products; fixed, indexed and variable
• Experience analyzing, measuring, and evaluating data through reporting
• Excellent verbal and written communication skills, at all levels of the organization

Benefits

• A competitive benefits package including comprehensive medical, dental, and vision coverage
• An HSA and 401(k) company match
• Paid time off
• Employer-paid life and disability insurance
• Remote/hybrid work arrangement

Company Overview