Customer Claims Specialist

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The Customer Claims Specialist works in a team environment to process Life Insurance claims. This is a customer-facing position where excellent written and verbal communication skills are required to provide top-quality service to beneficiaries, funeral homes, agents, attorneys, and others in the financial industry. They will need to have a professional demeanor and a strong desire to help others.
To be successful, this position requires someone to possess above average critical thinking, organizational and time management skills along with strong attention to detail given the high dollar payouts associated with these claims. Knowledge of Life Insurance is a plus but is not required. 
In addition, the prospective Claims Specialists should have recent and above average keyboarding and data entry skills, possess a natural curiosity to learn and be able to assimilate knowledge in a quick and effective manner.  They should also possess a technological aptitude and be adaptive to continuous improvements in both the technology and work processes associated with the role.     

Job Functions

• Review and process claims within set timeframes at a high quality.
• Provide top-quality customer service by phone, email and letter to assist beneficiaries and other parties. 
• Demonstrate tact when dealing with conflict and leverage the knowledge and experience of the business to provide accurate and informative answers to customer’s inquiries.
• Communicate effectively and professionally with teammates, management, and other departments.
• Fully investigates all relevant claim issues, provides prompt payment and in full compliance with departmental procedures, Unfair Claims Practice regulations and in accordance with the terms of the insurance contract and applicable laws.
• Consistently communicates status with all appropriate parties involved with the claim.
• The Examiner is accountable for identifying and evaluating information required to adjudicate claims.
• Responding to telephone inquiries from beneficiaries and other parties concerning claim status, claim filing, reports of death, as well as communicating internally with other departments.
• Responsible for all communication to claimants, Powers of Attorney, facilities and other person’s or entities involved in the payment of a claim. 
• Respond in writing to customer inquiries in accordance with regulations.
• Review demand letters and responds within individual parameters and escalates as appropriate.
• Verifies policyholder information, policy effective dates, premium status, and verification of claim eligibility.
• Identifies the need for additional information and contacts appropriate source to obtain needed information.
• Verifies beneficiary information and payment amount.
• Approve claims according to the designated approval authority guidelines.
• Assist with Unclaimed Property process.
• Reviews and analyze IRS Form W9 and Form W8.
• Maintain claim file with proper level of documentation.
• Maintain claim inventories within departmental, contractual, and regulatory guidelines.
• NOTE -- this role is onsite/in office, but hybrid work may be offered once established in the role and meeting dept goals.

Qualifications

• Strong background in customer service acquired by at least 3 years work or equivalent experience.
• High school diploma required.  Some college/ college degree preferred. 
• Knowledge of Life Insurance is a plus but is not required. 
• Has knowledge and is able to work simultaneously with multiple computer systems.
• Ability to complete moderately difficult mathematical calculations.
• Strong customer service orientation and able to work with customers in a professional and empathetic manner. 
• Have a strong sense of teamwork. Work harmoniously with peers within a team environment to accomplish both personal and team performance goals.
• Participates as a team member for all system and new product initiatives. 
• Ability to use independent initiative to seek answers to customer concerns. 
• Ability to prioritize multiple tasks and adapt to changes to meet deadlines.
• Excellent analytical and attention to detail skills.

Employee Benefits:  We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect t