Director of Policy Owner Services & Operations

Job Description

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JOB TITLE: Director, Policy Owner Services & Insurance Operations

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LOCATION: Westport, CT- Onsite- In Person Preferred/Remote Eligible

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REPORTS TO: Executive Vice President

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SALARY TYPE: Exempt COMPENSATION: $90,000-$110,000 Base Salary

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POSITION SUMMARY & OVERALL PURPOSE

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Lead Cedar Point Financial Services LLC’s Policy Owner Services department and insurance operations, delivering exceptional experience for clients, agents, and brokers while collaborating with brokerage general agencies (BGAs) and insurance carrier partners. Oversee service governance, quality control, escalations, state licensing and carrier contracting administration, process improvement, and team leadership.

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JOB ACCOUNTABILITIES

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• Oversee all Policy Owner Services activities, database management, and workflows.

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• Serve as primary escalation point for clients, agents, brokers with BGAs and carrier partners.

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• Review service transactions for quality, accuracy, and completeness.

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• Order, review, and interpret in-force policy illustrations and policy statements.

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• Identify funding shortfalls, lapse risks, service and new sales opportunities.

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• Oversee licensing and contracting appointments and renewals.

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• Support onboarding of new agents and brokers.

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• Supervise and develop Policy Owner Services staff.

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• Track and minimize errors and NIGO activity and implement process improvements.

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JOB COMPETENCIES: (knowledge, experience, skills & abilities, and behaviors/attitudes)

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• Strong organization skills, customer service orientation, and high attention to detail in a fast-paced environment

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• Strong knowledge of life, disability, long term care insurance, retirement plan and annuity policy servicing.

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• Experience with beneficiary changes, ownership changes, 1035 exchanges, policy loans, withdrawals, claims, lapse management, and term conversions.

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• Understanding of UL, IUL, VUL, Term, Hybrid Life/LTC, and disability insurance products.

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• Ability to review and interpret in-force illustrations and policy performance metrics.

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• Working knowledge of NY Regulations 60 and 187.

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• Effective management and navigation among different databases with ability to manage competing priorities

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• Experience with CRM, insurance carrier portals, and Microsoft Office.

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• Salesforce skills preferred but not required.

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REQUIRED SKILLS & ABILITIES

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• Ability to independently and proactively lead a complex Policy Owner Services function.

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• Proactive attitude with the ability to effectively prioritize work and manage competing deadlines.

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• Strong problem-solving and decision-making skills.

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• Work effectively with others to drive results.

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• Presents an appropriate professional appearance and demeanor with team members and clients (Internal and/or external).

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• Is flexible and open-minded.

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• Strong leadership and team development skills.

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• Exceptional organizational skills and attention to detail.

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• Ability to identify operational risks and implement corrective actions.

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• Strong verbal and written communication skills.

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• Ability to analyze in-force illustrations, identify issues and opportunities, and communicate policy performance, funding requirements, and servicing recommendations to clients, agents, brokers, and management.

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• Ability to identify policy servicing and new sales opportunities by reviewing in-force policy illustrations and insurance policy statements.

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• Ability to work effectively with clients, agents, brokers, BGAs, carrier partners, management, and stakeholder.

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• Ability to identify issues and shortcomings while problem solving to improve systems, workflows, and operational processes.

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• Ability to operate successfully ideally in person or in a remote work environment.

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• Ability to supervise, coach, and develop team members.

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• Ability to establish service standards, accountability measures, and operational controls.

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• Ability to review and interpret carrier correspondence, service requirements, and policy documentation.

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• Ability to balance client service, operational efficiency, and regulatory compliance in decision-making.

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REQUIRED BEHAVIORS AND SKILLS

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• Demonstrates ownership and accountability by anticipating team member and client needs while following through on commitments, closing loops, and taking responsibility for outcomes.

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• Maintains exceptional attention to detail and accuracy while managing complex policy service transactions and operational processes.

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• Remains calm and professional under pressure when navigating challenging client, agent, broker, and carrier situations.

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• Embraces a governance and process-improvement mindset by documenting procedures, maintaining controls and reports while using same to manage, and continuously improving operations.

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• Invests in the growth and development of self and others through coaching, mentoring, knowledge-sharing, and leadership by example.

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EDUCATION / EXPERIENCE / LICENSE REQUIREMENTS

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Education

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Experience

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License Requirements

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College degree preferred but not required

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5+ years POS/insurance operations; 2+ years leadership; multi-life insurance carrier experience; in-force policy illustration experience

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Life & Health license preferred; required within 6 months of hire

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COMPENSATION & BENEFITS

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• Base Salary: $90,000-$110,000

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• Goal-based bonus program

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• Medical, Life, and Disability Insurance

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• Retirement Plan

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• PTO and Holidays

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• Professional Development Support