Social services specialist Jobs in Charlotte, NC

Trellis Financial is hiring Producer Services Specialists—the front line of our producer experience and a critical part of how we build lasting relationships with our distribution partners. This team is often the first point of contact when an agent has a question, and their ability to turn those moments into trusted, productive conversations is what drives producers to choose Trellis again and again.

This is a service-oriented role at its core, requiring strong product knowledge, a commitment to accuracy and responsiveness, and a genuine, professional warmth that makes producers feel valued and supported. You’ll be joining a small, high-caliber team responsible for setting the standard for how Trellis serves and supports its producer community now and in the future.

We are seeking individuals with strong producer-facing instincts, a genuine curiosity around annuity products, and a service mindset that transforms everyday inquiries into standout experiences.

POSITION SUMMARY

The Producer Services Specialist serves as the primary service contact for Trellis’s independent agents, IMO/MGA partners, and distribution organizations. In this role, you’ll deliver white-glove, phone-based support to producers—addressing inquiries related to application status, NIGO resolution, product features, commissions, and contracting—while building the trust and product expertise that position you as a true partner to the field.

This role combines deep annuity product fluency with a composed, solutions-oriented communication style that producers value and remember. You’ll collaborate closely with Trellis Operations, Compliance, and our Producer Services back-office team to ensure each producer interaction is handled smoothly, accurately, and with exceptional care.

CORE RESPONSIBILITIES

• Serve as the primary inbound point of contact for Trellis’s licensed independent agents, IMOs, MGAs, and their staff, handling every interaction with the professionalism, clarity, and warmth that builds lasting producer relationships
• Authenticate producers and authorized parties in accordance with Trellis Financial agent authentication standards prior to disclosing account details or processing transactions
• Respond to producer inquiries related to application status, NIGO resolution, policy issuance, funding timelines, 1035 exchanges, commissions, and rate locks—delivering complete, accurate information with same-day resolution whenever possible
• Develop and maintain deep fluency across Trellis fixed-indexed annuity products, including features, riders, crediting strategies, surrender schedules, and competitive positioning, enabling confident and reliable producer guidance
• Support producers in their use of the Trellis Agent Portal, eApplication, and illustration tools by coaching adoption, troubleshooting in real time, and reducing submission friction
• Accurately document all producer interactions in the Trellis Admin System (TAS), including inquiry type, actions taken, resolution, and required follow-up, to ensure a complete and reliable service record
• Identify, document, and escalate producer complaints in strict accordance with the Trellis Complaint Handling Procedure within the same business day, partnering with Operations, Compliance, and the Producer Services Backoffice team to drive timely cross-functional resolution
• Maintain up-to-date knowledge of Trellis product changes, state availability, regulatory requirements, and operational procedures through ongoing training; complete required compliance attestations and actively contribute to team knowledge-sharing efforts

Requirements

QUALIFICATIONS - REQUIRED

• 2–4 years of producer-facing service or sales support experience within an annuity carrier, IMO/MGA, broker-dealer, or financial services organization
• Working knowledge of fixed-indexed annuity products, including core features, riders, and surrender schedules
• Exceptional verbal communication skills, with the ability to represent Trellis professionally through confident, polished, and solutions-oriented conversations with experienced producers
• Strong technical and multitasking aptitude, including the ability to navigate multiple administrative systems simultaneously
• Well-developed relationship-building instincts and the ability to remain composed, accurate, and responsive in a fast-paced, high-expectation environment
• Bachelor’s degree preferred (or equivalent relevant industry experience)
• Proficiency with Microsoft Office and Salesforce or a comparable CRM
• The ability to successfully complete a comprehensive background check, including criminal and financial screening
• Self-directed service mindset, marked by curiosity, follow-through, and initiative—someone who doesn’t just answer the question asked, but anticipates what the producer will need next
• Thrives in moments of ambiguity by staying curious, kind, and solutions‑focused, contributing steady energy and a collaborative spirit that strengthens team culture

QUALIFIFACTIONS - PREFERRED

• Active State Life & Health Insurance License (North Carolina or another state)
• Hands-on experience with FIA concepts, including index crediting strategies, GLWB rider mechanics, and surrender charge schedules
• Direct experience supporting IMOs, MGAs, or independent distribution partners, including familiarity with producer licensing platforms such as SureLC, Sircon, NIPR, or similar systems
• Experience in a startup or growth-stage carrier environment, and/or LOMA designations (ALMI, ACS) or active progress toward completion

PHYSICAL QUALIFICATIONS

• Ability to sit at a workstation and conduct extended phone conversations clearly and professionally
• Ability to effectively use a headset, computer, and multiple software applications simultaneously throughout the workday
• Ability to read and interpret detailed text on system screens, contracts, applications, and policy documents
• Willingness and ability to travel occasionally for IMO/MGA partner meetings, team off-sites, and Trellis events

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.