Job Summary

• Communicates with internal/external customers via phone and e-mail about complex and multifaceted death, waiver and accelerated benefit claim handling.
• Handles all aspects of claim initialization, payments and administration system finalization.
• Performs payment approval, payment quality control and claims reinsurance handling.
• Trains and coaches personnel.
• Coordinates workflow.
• Researches and handles complex cases and administration system problems.
• Pursues opportunities to informally inspire, develop and mentor other employees.

Essential Job Functions

• Analyzes adequacy of training and determines the approach necessary to accomplish training needs.
• Maintains and develops the knowledge required for training.
• Prepares training material as needed.
• Performs training. Analyze, clarify and resolve complex and multifaceted death, waiver and accelerated benefit claim - related questions for life, annuity and variable policies, from internal and external customers.
• Reviews problems and communicates with appropriate personnel to obtain information when necessary.
• Responds to customer inquiries through appropriate mediums.
• Represents Life Claims as needed in project & product meetings, focus groups and technology reviews.
• Assists with user acceptance testing.
• Coordinates with In Force Operations for problem resolution or internal process improvements.
• Reports system-generated problems to IT.
• Works with IT and other Life Claims staff to analyze scope and impact of problems.
• Performs payment approval, payment quality control and claims reinsurance oversight As needed: Monitors department voicemails and emails; assembles, sends and monitors requests to other departments; audits, reconciles and corrects suspense account and general ledger entries; terminates policies or activates benefits on administration system and verifies production changes.
• Verifies LifeNet new claim report daily, performs alpha searches, sends email notification to field representatives for new claims, scans new claim files to Life Workflow.
• Processes payments for death, waiver and accelerated benefit claims, including verification of amount due, check requisition, suspense account review and tax reporting if required
• Maintains and monitors CSA Life Workflow in baskets.
• Monitors and assigns workload to individual staff.
• Monitors all Life Workflow in baskets for time service and status. Inputs workload data to spreadsheets, or other established reporting system daily.

Education Requirements

Experience Requirements

Life Claims experience preferred, but not required.

Special Skill Requirement

• Exceptional customer service skills (both in person and over the phone)
• Basic desk-top Personal Computing and keyboarding skills
• Basic math skills required
• Excellent conflict resolution skills and has ability to work collaboratively with others
• Excellent communication skills, both written & oral and the ability to present information in a logical and concise order.