Document Management Services Analyst

DMS Operations Analyst

Company Summary

Come join one of America’s fastest growing insurance companies with a stable history of 175 years. At National Life Group (“NLG”), we offer a flexible work environment with opportunity for growth. As a mission-driven business, our promises are as important as the products we sell. We encourage our associates to live our values: Do Good. Be Good. Make Good.

Our mission extends beyond the insurance and annuities policies that we sell. Our cause is also to make the world a better place through grants from our charitable foundation, paid time for our employees to volunteer, environmentally sustainable and healthy work sites, and events that promote the work of nonprofits in our own backyard.

We invite you to explore what we have to offer and to join our cause.

Role Summary

• This role supports the functions within Document Management Services (DMS) within the Customer Innovation Group (CIG).

• The DMS Analyst is responsible for designing, implementing, and maintaining a quality and audit process to ensure high-quality service, risk mitigation, and compliance with best practices across DMS operations. This role requires strong collaboration with leadership and cross-functional stakeholders to assess processing, identify trends and knowledge gaps, and drive continuous improvement through training, feedback, and process innovation.

Key responsibilities include conducting detailed reviews of DMS processes, reporting findings, recommending and executing on improvements, and developing tools and training materials to elevate performance and service standards to enhance Service as a Product delivery and risk mitigation. The DMS Analyst also serves as a subject matter expert and will spearhead process improvement initiatives with key partners across the organization.

Success in this role requires analytical acumen, strong communication skills, independent problem-solving, and a proactive, process-improvement mindset. The role will also involve processing work during high-volume periods and partnering with Business Architecture teams to support technology and dashboard development for monitoring and reporting.

Essential Duties and Responsibilities

• This position currently offers an onsite hybrid work schedule, with the expectation that you are in the office three days per week during onsite core days. Our current onsite core days are Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion.

• Develops and Maintains a Comprehensive Process Review Program
  Designs and continuously improves reviews to evaluate DMS processes, ensuring accuracy, efficiency, and compliance with best practices across teams.

• Performs Full Case Audits
  Assesses entire case experiences—including communication, timeliness, and procedure adherence—and provides actionable feedback to drive quality improvement.

• Identifies Trends and Recommends Solutions
  Analyzes data to spot workflow patterns or issues, communicates findings to leadership, and proposes process enhancements to mitigate risks and improve service.

• Builds and Delivers Targeted Training
  Partners with SMEs and trainers to develop or enhance training based on audit results and observed skill gaps, supporting continuous learning and improved team performance.

• Supports Processing During High-Volume Periods
  Flexes into processing work when needed (could range between 25–50% of the time), maintaining service levels and demonstrating team support.

Minimum Qualifications

• Exhibits Critical and Creative Thinking - Engaging thinking skills that focus on logic and reasoning to make decisions (critical) and innovative solutions to solve problems (creative).

• Service Focus - Demonstrates a client centric focus for satisfying one’s external and/or internal customers; establishes and maintains effective relationships with customers and gains their trust and respect.

• Plans andAligns - Plans and prioritizes work to meet commitments aligned with organizational goals; Aligns people and skills to tasks and assignments; Evaluates results of work.

• CommunicatesEffectively - Actively listens, conveys messages to meet different audience needs, and remains open to new ideas and opinions.

• All other duties as assigned.

Preferred Qualifications

• 3-5 years’ experience in the Life & Annuity industry

• Experienced in DMS processes/functions

• Experience in OnBase, DocuSign, Mainframe preferred

• College degree or relevant experience

Benefits

• Your benefits start day one and are flexible and customizable to your and your family’s specific needs. Check out the BENEFITS of a Career at National Life!

The base compensation range represents the low and high end of the range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees.

Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position. National Life offers a competitive total rewards package which includes: a 401(k) retirement plan match; medical, dental, and vision insurance; a company funded wellness account for director and below employees; 10 paid holidays; a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law); 6 weeks of paid parental leave; and 6 weeks of paid family leave after a year of full-time employment.

National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.

National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.

National Life Group

1 National Life Dr

Montpelier, VT 05604

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