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Senior Customer Service Representative, Claims

Company: EquiTrust Life Insurance Company
Location: West Des Moines
Posted on: November 17, 2022

Job Description:

The Senior Customer Service Representative, Claims coordinates and processes claims from claim receipt and initiation through payment, including processing and examination of annuity and incontestable life claims and living benefit requests. This individual will also handle escalated inquiries that are more intricate, time-sensitive and complex and will assist in the training of new team members. The Senior Customer Service Representative, Death Claims works collaboratively with team members, as well as independently, to accomplish their daily responsibilities, with the ultimate goal of providing excellent customer service.
Essential Duties and Responsibilities:

  • Performs claims coordination, processing and examination of annuity and life insurance claims and living benefits requests.
  • Processes claims from the point of claims receipt through claim payment.
  • Coordinates claim processing among 3rd party underwriting, investigation teams, other departments (including Regulatory Compliance and Actuarial) and other intermediaries.
  • Coordinates and processes incontestable claims.
  • Adheres to and understands state regulatory requirements for administering annuity and life claims.
  • Provides technical knowledge to the team and handles some complex and escalated issues independently and/or with guidance from the department supervisor/manager.
  • Performs quality analysis and reviews on completed work products of team members to ensure high quality customer service, compliance with applicable regulations and consistent and accurate application of procedures throughout the team.
  • Identifies computer system deficiencies and works with department manager in preparing requests for programming updates and modifications.
  • Participates in the testing of new enhancements to administration systems and works with IT to correct any errors.
  • Performs continual analysis of workflows and procedures. Proposes and supports projects that will advance the knowledge and enhance work procedures of the department.
  • Escalates issues to management and assist with solving issues that are without procedures or precedent. Documents and revises procedures as needed.
  • Reviews and interprets all paperwork and exercises good judgement and decision making for requesting exceptions. Follows through with solid communication to other departments regarding exceptions or changes in procedures.
  • Trains new staff on EquiTrust's processes, procedures and state regulations.
  • Leads by example and provides a positive influence within the department.
  • Communicates both verbally and in writing with stakeholders including agents, IMO's, claimants, beneficiaries and other departments.
  • Monitors and sends follow up letters on outstanding claims.
  • Coordinates and reviews records and documentation needed for Accelerated Death benefits eligibility decisions.
  • Assists with internal audit responses as requested my management.
  • Supports Policy Administration team and other departments on an as needed basis.
  • Willingly takes on additional responsibilities as requested in order to accomplish department and Company objectives.
  • Actively participates and contributes to the goals and objectives of the Company by working collaboratively and fostering a positive and inclusive work environment.
    Skills and Abilities:
    • Must have good mathematical, analytical, organizational and problem solving skills and attention to detail.
    • Effective communication and presentation skills, both verbal and written.
    • Strong phone presence and skills in handling escalated calls under pressure.
    • Ability to prioritize workflows, establish and meet deadlines and manage multiple concurrent tasks.
    • Ability to work effectively in a variety of situations and respond to change in a positive manner.
    • Strong computer skills and the ability to navigate multiple systems and programs including Microsoft Office, proprietary systems and other technology solutions.
    • Excellent interpersonal skills are required, including a high degree of professionalism.
    • Ability to meet attendance and punctuality standards.
    • Carries out responsibilities in a manner that is consistent with EquiTrust's Core Values and focus on customer service; helps to create an environment of openness and trust for all employees and strives for continued professional skills development.
      Training or Work Experience:
      • Minimum 5 years of life insurance and/or annuity experience preferred.
      • Minimum 1 year of claims processing experience preferred.
        • High School Diploma or Equivalent - Required.
          Working Conditions:
          • Travel not required/likely.

Keywords: EquiTrust Life Insurance Company, West Des Moines , Senior Customer Service Representative, Claims, Sales , West Des Moines, Iowa

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