[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.ResponsibilitiesManage all incoming life escalations across post‑issue servicing —from initial acknowledgment through final resolutionTake full ownership of escalated cases, ensuring timely, accurate responses that meet SLA commitments while delivering a positive customer experienceProvide consistent status updates and follow‑through to ensure issues are resolved completely and effectivelyWork closely with our TPA escalations team to resolve complex issues, address system complications, and ensure timely action on open itemsPartner with operational teams, product, compliance, marketing, and key vendor partners to drive alignment and resolutionSupport the Operational TPA Oversight Manager by assisting with incident analysis and prioritization of escalated work and projectsPerform root‑cause analysis on escalations to identify trends, systemic issues, and long‑term solutionsAssist with QA analysis of post‑issue service requests to confirm SLA adherence and quality processing by the TPASupport oversight, reporting, and continuous improvement initiatives by leveraging data to provide actionable insights and recommendationsAct as a trusted point of contact for escalated matters, communicating clearly and professionally with agents, distributors, customers, vendors, and internal stakeholdersApply strong critical‑thinking and problem‑solving skills to navigate complex scenarios in a fast‑paced, evolving environmentDemonstrate initiative, accountability, and sound judgment while working independently and collaborativelySkills1-3 years of experience in financial services and life insurance strongly preferredPrior experience working directly with a TPA providerDemonstrated knowledge of life operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutionsKnowledge of life products; fixed, indexed and variableExperience analyzing, measuring, and evaluating data through reportingExcellent verbal and written communication skills, at all levels of the organizationBenefitsA competitive benefits package including comprehensive medical, dental, and vision coverageAn HSA and 401(k) company matchPaid time offEmployer-paid life and disability insuranceRemote/hybrid work arrangementCompany OverviewProsperity Life is an insurance agency that provides a wide range of life, health, property, and casualty insurance products and services. It was founded in 1916, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://prosperitylife.com.