Contact Center Escalations Associate

Come join one of America’s fastest-growing insurance companies. Since 1848, National Life Group has aimed to keep our promises, providing families with stability in good times and in bad. Throughout that history, we have provided peace of mind to those families as they plan their futures. Our mission extends beyond the insurance and annuities policies that we offer. We strive to make the world a better place through our grants from our charitable foundation, paid volunteer time for our employees, environmentally sustainable and healthy workplaces, and events that promote the work of nonprofits in our own backyard. We foster a collaborative environment with opportunities for growth and encourage our associates to live our values: Do good. Be good. Make good. Please note that we do not offer visa sponsorship for this position. We are seeking candidates who are bilingual in Spanish and English. Position Summary The Contact Center Escalations Associate is responsible for supporting complex after issue (payment) servicing needs and escalated customer and agent concerns across Life & Annuity products. This role serves as an After Issue (payment) subject matter expert and central point of contact for advanced service issues, providing guidance, troubleshooting support, and end-to-end case coordination. The associate partners closely with agents, internal operational teams, and leadership to resolve complex servicing challenges, improve customer and agent experiences, identify trends, and recommend scalable process improvements. This position requires deep knowledge of insurance and annuity servicing with a focus on After Issue process and procedure. Key Responsibilities After Issue Service Expertise Serve as a subject matter expert on complex After Issue service matters for Life & Annuity products. Act as an Operations relationship conduit for internal partners such as business units and field leadership. Relationship and Resolution Management Act as the primary point of contact for complex policyholder and agent escalations. Research, analyze, and resolve escalated issues requiring advanced problem-solving and strong judgment. Manage cases from intake through resolution, ensuring timely follow-up and clear communication. Develop thoughtful and creative solutions to complex service challenges. Partner with internal teams such as Payment Center, Title, Contract Change, Case Design, Special Operations, and other operational groups to ensure timely and accurate issue resolution. Serve as a business liaison between frontline service teams, operations, and leadership. Reporting and Process Improvement Track and analyze service issues and escalation trends to identify root causes and recurring challenges. Prepare reporting and insights for leadership related to escalations, service performance, and operational opportunities. Conduct or support gap analyses to compare actual performance against potential performance and identify improvement opportunities. Recommend and support enhancements to systems, workflows, and operational processes. Contribute to short- and long-term initiatives that improve efficiency, quality, and digitally enabled customer experiences. Required Qualifications After Issue experience Bachelor’s degree or equivalent combination of education and relevant experience. Experience in insurance, annuities, financial services, or a related field. Strong knowledge of Life & Annuity products and post-issue servicing processes. Ability to use network to prioritize and solve issues. Strong analytical, problem-solving, and decision-making skills. Benefits Your benefits start day one and are flexible and customizable to your and your family’s specific needs. Check out the BENEFITS of a Career at National Life ! Base Pay Range . The base pay range for this position is the range National Life reasonably and in good faith expects to pay for the position taking into account the wide variety of factors, including: prior experience and job-related knowledge; education, training and certificates; current business needs; and market factors. The final salary or hourly wages offered may be outside of this range based on other reasons and individual circumstances. Additional Compensation and Benefits . The total compensation package for this position may also include a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. The successful candidate may also be eligible to participate in National Life’s discretionary annual incentive programs, subject to the rules governing such programs. If hired, the employee will be in an "at-will position" and National Life reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors. National Life is accepting applications for this role on an ongoing basis and the role remains open until filled. Hourly Pay Range $23 — $34 USD National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group. Fortune 1000 status is based on the consolidated financial results of all National Life Group companies. Social Media Policy Site Disclosure and Privacy Policy National Life Group 1 National Life Dr Montpelier, VT 05604

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