Business Analyst - II

Job Summary:

The Business Analyst will join the Annuity & Insurance Operations group within the Client Service Network (MSSN). This team provides operational and customer service support to financial advisors and branch employees. Responsibilities include handling inquiries, providing guidance on insurance licensing and policy services, and delivering world-class client service. The role requires maintaining effective client relationships, resolving issues promptly, and adhering to established service quality guidelines.

Key Responsibilities:

• Establish and maintain effective relationships to deliver world-class service to clients

• Handle inquiries via phone and cases related to Insurance Licensing, Order Desk, and Policy Services

• Use online resources and tools to provide information and resolve issues following established service quality standards

• Route processing requests to the appropriate teams and escalate inquiries for further research as needed

• Meet team and departmental service goals set by MSSN management

Required Qualifications:

• Minimum of 2 years' experience, including 6–12 months in a call center or phone interaction role

• Excellent listening, written, and verbal communication skills

• Strong desire to learn the insurance operations business and invest time to develop expertise

• Ability to learn quickly and apply knowledge to new situations

• Capability to establish and maintain positive client relationships

• Creative problem-solving skills

• Ability to recognize and diffuse potential issues and/or challenging interactions

• Effective multi-tasking and time management abilities

• Strong attention to detail in both service interactions and processing tasks

Preferred Qualifications:

• Bachelor’s degree preferred

• Experience in the insurance industry or familiarity with the financial industry

Education:

Bachelors Degree