[Hiring] Senior Operations Processor @Penn Mutual

Role Description

The Sr Operations Processor – Annuity New Business independently manages a wide range of annuity new business transactions, including complex case and exception work, application receipt, entry, and requirements management, funding, issuance and contract delivery. The role effectively and professionally communicates directly with Financial Professionals to deliver application details, resolve issues, and build relationships. Additionally, this position supports end-to-end execution of quality work, training, and workflow efficiency. As an experienced team member, the Sr Operations Processor serves as a resource to peers and contributes to continuous improvement and operational excellence within a fully remote work environment.

• Process standard and complex transactions for assigned processes or queues including application entry, requirements management, policy issue, check processing, and suitability reviews with minimal supervision.
• Respond to routine inquiries from business partners or clients/financial professionals, providing accurate updates and resolving standard questions independently.
• Research and resolve exceptions by applying policies and procedures, coordinating with upstream and downstream partners, and clearly documenting resolution steps.
• Serve as a peer resource by providing guidance, knowledge sharing, and informal coaching to newer or less experienced processors.
• Strong written and verbal communication for documenting work and providing updates to business partners or clients/financial professionals as needed.
• Monitor personal quality trends; proactively identify rework drivers and suggest process improvements.
• Support technology improvements through user testing.
• Partner cross-functionally to manage cases daily.
• Demonstrate a top-tier service mindset by understanding the impact of daily processing on internal and external customers, while fostering a culture of care, accountability, ownership, and professionalism.
• Effectively use Microsoft Copilot and AI-enabled tools to support research, documentation, and productivity.
• Adhere to all company policies, procedures, and regulatory requirements, ensuring compliance with internal standards and audit expectations.
• Maintain current knowledge of industry practices, products, and operational procedures to support accurate processing and service delivery.
• Complete all required regulatory, compliance, and job-related training within established timeframes and apply learning to daily responsibilities.
• Perform additional duties and responsibilities as assigned to support team, departmental, and organizational objectives.

Qualifications

• Strong working knowledge of applicable operational workflows, policies, and system navigation.
• Strong organization and accuracy skills and ability to manage competing priorities and maintain productivity independently.
• Demonstrated ability to troubleshoot, interpret procedures, and resolve non-routine issues, while maintaining strong adherence to SLAs and QA standards.
• Strong communication skills and customer service mindset with the ability to collaborate across teams to resolve issues.
• Ability to mentor peers, share knowledge, and contribute positively to team performance.
• Proficiency with Microsoft 365 and basic proficiency with AI tools (e.g., Microsoft Copilot and Zoom AI) to support work tasks.
• Ability to independently work in a full-time remote work environment.

Requirements

• High School Diploma/GED required.
• Bachelor’s Degree or equivalent relevant experience preferred.
• 3+ years of experience in annuities, insurance industry or financial services operations, including complex transaction processing and exception handling.
• LOMA designation (FLMI, ALMI, ACS, etc.) preferred.

Benefits

• Base Salary Range - $55,000 - $64,000