Senior Operations Specialist

Job Description

Job Description

POSITION SUMMARY

The Senior Operations Associate is a highly experienced operator on our growing in-house operations team and a key force-multiplier for how we serve policyholders and producers. This is a senior individual contributor role (not a people manager), but it carries real leadership: you will set the bar for case handling, coach teammates through hard moments, and be the primary day-to-day partner to our external servicing partner’s operations leadership to drive outcomes, not just process.

You’ll bring working knowledge across both New Business and Policyholder Services and flex to where the risk, complexity, or volume is highest. Just as importantly, you’ll have real input into how we run: you’ll help identify what’s not working, propose better ways to do it, and partner cross-functionally to implement improvements—rather than defaulting to “how it’s always been done.” You’ll also do your work in a technology-forward environment, leveraging Trellis’ proprietary tools and modern workflows to move faster, reduce friction, and raise quality. The day-to-day is escalation- and quality-driven, with reach across compliance, suitability, claims, accounting, producer services, and technology, so you’ll be at the center of the decisions that keep Trellis fast, accurate, and regulator-ready.

CORE RESPONSIBILITIES

Escalations & Complex Case Handling

• Own the most complex cases across new business and in-force servicing, including 1035 exchange exceptions, suitability escalations, complaint files, complex beneficiary situations, NIGO recoveries, and policyholder retention conversations.
• Serve as the named Trellis escalation contact for our external servicing partner’s operations leadership, including direct partnership on Tier 2 escalations, cross-team coordination, and service-level exceptions.
• Partner with the Compliance, Legal, and Suitability functions on cases involving regulatory exposure, replacement scrutiny, complaint response, or potential fraud, including coordination with our SIU/anti-fraud partner.
• Lead conservation conversations on full surrenders and replacements, in accordance with Trellis policy and producer-of-record standards.

Quality Assurance & Process Stewardship

• Run the Trellis QA program for the Operations Associate team, sampling case work, scoring against the Trellis QA framework, and providing constructive feedback that drives accuracy and consistency.
• Monitor and audit servicing work product (whether completed by our external servicing partner or internal teams) against Trellis service-level and quality standards, escalating systemic issues to the Head of Operations Strategy and partnering on remediation.
• Steward the Trellis SOP and document library, including NIGO letters, authentication standards, call scripts, and service forms, keeping content current as products, regulations, and the business evolve.
• Drive root-cause resolution on complaint trends, NIGO patterns, and process friction, partnering with leadership to prioritize and execute fixes.

Hands-On Leadership

• Mentor the Operations Associates day-to-day, answering case-level questions, sitting in on tough calls, modeling the standard, and helping each associate grow into their next role.
• Lead onboarding and ongoing training for new operations hires, in partnership with the Head of Operations Strategy and Trellis University.
• Cover for the team on PTO, sick days, and surge volume, stepping into either New Business or Policyholder Services work without missing a beat.
• Be the calm in the room when something goes wrong, modeling the kind of steady, accountable leadership we want everyone on the team to learn from.

Cross-Functional Partnership

• Partner with Producer Services and Distribution on producer-driven escalations, JIT appointment exceptions, and key relationship moments.
• Partner with Accounting and Treasury on cash reconciliation, premium remittance exceptions, and refund processing.
• Partner with Compliance and Legal on regulatory inquiries, complaint response, suitability escalations, and audit readiness.
• Partner with Trellis IT and external technology partners on UAT, system enhancements, and incident response.
• Represent Operations in cross-functional meetings and vendor reviews, surfacing risks, contributing solutions, and being the voice of the team.

Quality, Compliance & Continuous Improvement

• Adhere to and reinforce all applicable regulatory requirements, including the NAIC Suitability in Annuity Transactions Model Regulation, HIPAA, GLBA, state-specific service rules, and Trellis privacy and information security standards.
• Document case work and decisions clearly and consistently, supporting audit, QA, and SOC readiness, and setting the example for the rest of the team.
• Lead operations contributions to UAT cycles, system implementations, and continuous improvement projects, bringing forward ideas, shaping requirements, and helping translate improvements into day-to-day execution.

Requirements

QUALIFICATIONS - REQUIRED

• Bachelor's degree, or equivalent professional experience.
• 5+ years of operations experience at a life insurance or annuity carrier, with hands-on depth across new business and in-force policyholder servicing. Fixed and fixed indexed annuity experience strongly preferred.
• Active Life Insurance license (NC or ability to obtain within 90 days of hire).
• Demonstrated experience handling escalations, complex cases, and complaint files, and a track record of getting them to resolution.
• Working knowledge of the NAIC Suitability in Annuity Transactions Model Regulation, state replacement requirements, free-look standards, RMD and SWP processing, beneficiary handling, and basic IRC tax treatment of qualified and non-qualified annuities.
• Experience operating in an external servicing partner model is a strong plus, particularly with annuity administration platforms and structured service-level governance.
• Quality assurance experience, designing or executing QA frameworks, calibrating with peers, and giving direct, useful feedback.
• Strong mentorship instincts. You lead by example and have helped others grow.
• you lead by example and enjoy mentoring others.
• Excellent written and verbal communication. You can hold your own with a senior executive, calm a frustrated policyholder, and rally a team in the same week.
• Sound judgment, a bias for raising issues early, and a high standard for yourself and the people around you.

QUALIFICATIONS - REQUIRED

• Industry designations such as LOMA FLMI, ACS, AAPA, or progress toward them are a plus.

Benefits

At Trellis Financial, we believe our people are our greatest asset and that operational excellence starts with supporting the team behind it. In support of our employees’ well-being, satisfaction, and long-term success, we offer a comprehensive and competitive benefits package designed to support both professional growth and personal wellness. These benefits are available to eligible employees, including part-time team members where applicable.

Our benefits include:

• Medical, dental, and vision insurance, along with life insurance and related coverage

• Predictable work schedule: Monday through Friday, 9:00 AM–6:00 PM EST, including two 15-minute breaks and a 30-minute lunch
• Performance-based bonuses recognizing individual contribution
• 401(k) retirement plan (eligibility and terms apply)
• Discretionary paid time off, with flexibility to coordinate time away in partnership with your manager
• Company-observed holidays

Specific benefit details, including coverage levels and eligibility, will be outlined in your offer letter. Thank you considering Trellis Financial!

ABOUT US

At Trellis Financial, we're on a mission to change how Americans plan for retirement.

We're an annuity company built to deliver simple, competitive products through independent distribution channels. We have the fundamentals every annuity company needs (regulatory footing, capital, and decades of experience) without any of the traditional constraints. Our proprietary technology stack allows us to modernize how an annuity company operates and pursue opportunities beyond traditional retirement products.

We're hiring problem solvers and builders who thrive in a high-stakes, regulated environment. Every role at Trellis is a skill position, and every employee gets to watch their work impact policyholders, agents, and the industry in real time. If that sounds like a company you'd want to join, we'd like to hear from you.