Annuity Operations Administrator

Overview

Annuity Operations Administrator supports U.S. producers and customer investment and retirement needs by processing a variety of annuity-related requests with a high degree of accuracy and providing service excellence throughout the contract lifecycle.

This role administers and maintains changes related primarily to U.S. annuities, with an opportunity to expand to Canada annuities.

Responsibilities

• Administer and process financial and non-financial transactions, including:
  • Application processing
  • Tax inquiries
  • 1035 exchanges
  • Maturity notices
  • Transfers
  • Annuity maintenance
  • Disbursements and settlement options
• Provide excellent customer and producer service through phone, live chat, and email interactions
• Communicate and correspond with customers, producers, and internal departments regarding requests, inquiries, confirmations of changes, taxation, and related topics within service levels
• Review relevant documents to confirm legal and contractual requirements are met before proceeding with requests
• Apply guidelines, rules, and regulations to ensure changes meet legislative and corporate requirements
• Maintain accurate records in the Accounts Payable System to process payments and withdrawals for payout annuities
• Ensure timely and accurate updates of valuation spreadsheets and databases
• Complete precise updates on the taxation system and manual tax records for all payout annuities
• Perform additional calculations as needed (e.g., cash values, tax gains, withholding tax)
• Support other team members as required during vacation, absences, and peak workload periods
• Update and maintain Settlement Options records
• Achieve or improve established service level agreements while identifying opportunities for process improvements
• Review, update, and/or create standard operating procedure documentation for annuities
• Support project and strategic initiatives
• Ensure compliance with established procedures, regulatory standards, and internal controls
• Assist in identifying and mitigating operational risks, including compliance with anti-money laundering (AML) and Know Your Customer (KYC) requirements

Requirements

• Minimum education: University degree or college diploma in financial services
• Minimum experience: 2–3 years of relevant experience within the financial services industry
• Technical aptitude for understanding annuity products
• In-depth knowledge of U.S. annuities practices, products, and relevant rules and regulations
• Demonstrated strong verbal and written communication skills and ability to build productive relationships internally and externally
• Commitment to exceptional customer service with a collaborative, team-oriented approach
• Strong organization and ability to manage daily workflows while consistently meeting deadlines with urgency and accountability
• Ability to work independently while contributing effectively in a collaborative team environment
• Proven ability to identify issues and implement solutions, with strong conflict resolution skills
• Demonstrated problem solving, de-escalation, and conflict resolution skills
• Ability to manage multiple tasks, adjust priorities in response to shifting demands, and maintain high productivity and exceptional quality in a fast-paced environment
• Proficiency with Microsoft Office, specifically Excel
• Demonstrated mathematical aptitude with attention to detail and accuracy

Preferred Qualifications

• LOMA AAPA, Certificate in Retirement Essentials, or FLMI designation (asset)
• Bilingual (Spanish) (asset)
• Comprehensive knowledge and understanding of state legislation including taxation (asset)
• Solid knowledge of CRM and AWS Amazon Connect (asset)

Compensation & Benefits

• The actual base salary for this position will depend on job-related skills, experience, and education.
• In addition to base pay, eligible employees may participate in a discretionary variable incentive plan; results are subject to both individual and company performance.

Location

• Remote role
• Operation hours: 9:00am – 5:00pm Eastern Time
• Flexibility for periodic weekend shifts and statutory holidays may be required to support changing conditions, customer demand, and business needs.