Remote New

Customer Experience Senior Specialist- Annuity Operations

Protective Life Insurance Company
vision insurance, parental leave, paid time off, 401(k)
United States
Nov 21, 2025
The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life's uncertainties. Regardless of where you work within the company, you'll be helping provide protection and peace of mind when our customers need it most. The Case Management organization is a critical part of our mission to deliver professional and engaging service on every contact received about our products at Protective Life. A strong focus on customer and distributor experience is key for this role, as you will be responsible for managing Annuity transactions from submit through execution. This position requires independent problem solving and research skills, urgency in resolving requirements to process transactions and coordinating communication surrounding the transaction activity. This position must take ownership of individual and team workloads and service standards through completion of the transaction process while providing details and consistent communication to internal and external partners. Primary Job Functions: Process and manage requests such as financial changes, address updates, EFT changes, beneficiary updates, and court-ordered payment redirections. Review and verify data accuracy, ensure proper transaction setup, and approve payment releases within authority limits. Handle payment issues including returns, cancellations, and stop payments while meeting or exceeding team and individual goals. Deliver exceptional customer service via phone and written correspondence to brokers, offices, annuitants, agencies, and attorneys. Support system improvements and training by recommending upgrades, participating in development, testing, and ongoing learning. Qualifications: Experience & Education: 1+ years in annuity, retirement, or finance OR a bachelor's degree in business or related field. Performance & Adaptability: Minimum six months in a production environment, meeting goals and adapting to fast-changing conditions. Skills: Strong communication, customer service, problem-solving, and teamwork abilities; capable of handling diverse and challenging conversations. Technical Proficiency: Ability to master multiple systems and information repositories to process cases accurately and efficiently. Ownership & Quality: Takes responsibility for workloads, ensures consistent communication, and maintains productivity and quality above team standards. Protective's targeted salary range for this position is $47,000 to $60,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective's total compensation package for employees. Employee Benefits: We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits ( e.g. , paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective's platform to improve wellbeing while earning cash rewards. Eligibility for certain benefits may vary by position in accordance with the terms of the Company's benefit plans. Accommodations for Applicants with a Disability : If you require an accommodation to complete the application and recruitment process due to a disability, please email eric.hess@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process. Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process. We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.