Operations Specialist, Policyholder Services

Trellis Financial is hiring Operations Specialists, Policyholder Services - the human voice of Trellis for our in-force policyholders. From the day a contract is issued through the rest of the policyholder relationship, this role is responsible for taking care of our customers, answering questions, processing service requests, and making sure every interaction reflects the trust our policyholders have placed in us.

This is an entry-level role that serves as a foundational seat in our growing in-house operations team. As Trellis grows, this role offers a clear path into senior roles within the organization.

POSITION SUMMARY

In-Force Policyholder Servicing

• Process non-financial transactions across the in-force annuity book, including address changes, beneficiary changes, payment frequency changes, and banking updates
• Process financial disbursements using the Trellis Financial procedures

Policyholder Communication

• Answer policyholder calls and email with warmth, accuracy, and professionalism, using Trellis call scripts and authentication procedures.
• Send confirmation correspondence communications accurately and on time.
• Support relay calls and accessibility accommodations in line with ADA requirements
• Third-Party Administrator coordination & collaboration
• Escalate appropriately to the Senior Operations Associate or Head of Operations Strategy when cases are complex, sensitive, or fall outside Trellis service standards.
• Document case work clearly in the Trellis Administrative System.

Quality, Compliance & Continuous Improvement

• Adhere to all applicable regulatory requirements and Trellis privacy and information security standards.
• Maintain current product knowledge across the Trellis annuity portfolio
• Proactively raise process gaps, complaint trends, and policyholder pain points in a timely manner.
• Support special projects as requested by Operations leadership, including UAT cycles, document standardization, and continuous improvement work.

Requirements

QUALIFICATIONS - REQUIRED

• Associate's or Bachelor's degree, or equivalent professional experience.
• 1–3 years of experience in financial services, insurance, contact center, or annuity operations preferred. Recent graduates with strong internships or applicable coursework are encouraged to apply.
• Active North Carolina Life Insurance license, or willingness to obtain within 90 days of hire (Trellis will support exam preparation and licensing fees).
• Authentic warmth in both phone conversations and written communication
• Exceptional attention to detail, with a track record of accuracy in transaction processing and customer documentation.
• Strong written and verbal communication skills, with the ability to explain complex topics clearly and patiently.
• Comfortable working in a fast-paced, deadline-driven environment with multiple parallel priorities.
• Intermediate proficiency with Microsoft Office (Outlook, Excel, Word, Teams). Experience with annuity administration systems, contact center telephony, or e-signature platforms is a plus.
• Sound judgment and a bias for raising issues early, particularly anything that touches policyholder funds, complaints, or compliance.
• A team-first mindset and a positive, professional presence (the kind of person colleagues want to work alongside).

Benefits

At Trellis Financial, we believe our people are our greatest asset and that operational excellence starts with supporting the team behind it. In support of our employees’ well-being, satisfaction, and long-term success, we offer a comprehensive and competitive benefits package designed to support both professional growth and personal wellness. These benefits are available to eligible employees, including part-time team members where applicable.

Our benefits include:

• Medical, dental, and vision insurance, along with life insurance and related coverage

• Predictable work schedule: Monday through Friday, 9:00 AM–6:00 PM EST, including two 15-minute breaks and a 30-minute lunch
• Performance-based bonuses recognizing individual contribution
• 401(k) retirement plan (eligibility and terms apply)
• Discretionary paid time off, with flexibility to coordinate time away in partnership with your manager
• Company-observed holidays

Specific benefit details, including coverage levels and eligibility, will be outlined in your offer letter. Thank you considering Trellis Financial!

ABOUT US

At Trellis Financial, we're on a mission to change how Americans plan for retirement.

We're an annuity company built to deliver simple, competitive products through independent distribution channels. We have the fundamentals every annuity company needs (regulatory footing, capital, and decades of experience) without any of the traditional constraints. Our proprietary technology stack allows us to modernize how an annuity company operates and pursue opportunities beyond traditional retirement products.

We're hiring problem solvers and builders who thrive in a high-stakes, regulated environment. Every role at Trellis is a skill position, and every employee gets to watch their work impact policyholders, agents, and the industry in real time. If that sounds like a company you'd want to join, we'd like to hear from you.