Operations Specialist, Annuity New Business (Hybrid)

Annuity New Business Operations Case Specialist

The Annuity New Business Operations Case Specialist is responsible for supporting the accurate and timely processing of annuity new business and post-issue transactions. This role serves as a key operational resource by assessing and prioritizing casework, managing follow-up activities, preparing incoming asset transfer requests, and coordinating contract-related communications. The Case Specialist monitors transaction quality, service levels, and operational trends to identify opportunities for improved efficiency, accuracy, and risk mitigation.

Through collaboration with Product Management, Compliance, and cross-functional business partners, this role supports successful product implementation, strengthens operational controls, and drives continuous process improvements. By developing deep product and process expertise, the Case Specialist helps deliver operational excellence and exceptional service outcomes.

You are:

• Highly focused on the consumer and know how to translate feedback into actionable leadership.
• Confident and skilled in managing consumer escalations; able to utilize resources and use logic to solve problems quickly.
• A shrewd communicator who can provide focused, constructive and honest feedback.
• Highly focused on personal development and success; inclusive of knowing how to leverage your talent for stretch assignments and co-create meaningful development and career plans.
• Careful to use procedures and focused on the details to ensure your work is accurate.

You will:

• Review, prioritize, and process annuity new business and post-issue transactions in accordance with established service and quality standards.
• Initiate incoming asset transfer requests by preparing required documentation and coordinating with the financial institution to ensure timely completion.
• Manage inbound and outbound phone calls to obtain outstanding requirements and support new business case completion.
• Prepare, distribute, and mail contract-related documents and correspondence to annuity contract owners.
• Collaborate with Operations Case Managers to identify service enhancement opportunities and implement process improvements.
• Partner with Product Management, Compliance, and cross-functional stakeholders to support the successful and compliant launch of new products and initiatives.
• Develop and maintain expertise in annuity products, operational processes, risk mitigation practices, fraud prevention controls, and continuous improvement methodologies.
• Consistently achieve or exceed performance expectations related to quality, accuracy, productivity, and customer experience measures.

You have:

• Experience in a customer-focused service or operations environment.
• A bachelor's degree or equivalent professional experience.
• Strong organizational, written, and interpersonal communication skills.
• Demonstrated ability to effectively manage multiple priorities and business functions simultaneously.
• A high degree of accountability, sound judgment, discretion, and independent decision-making capability.

Reporting Relationships

As our Operations Case Specialist, you'll report to the Annuity Operations Team Lead, who reports to our Manager of Annuity New Business Operations.

Location

The primary location for this position is our Bethlehem, PA, office location for three days each week, and work from home eligible for two days each week. You must be able to come to campus at any time, and the required number of in-office days are subject to change.

Travel

10% Travel required for this position. You'll be expected to travel to a Guardian work location, as determined by your manager.

Salary Range:

$42,830.00 - $64,250.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you'll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.