Sr Annuity Claims Specialist (Remote)

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.
This position works in a team environment to assist in the wide variety of complex transactions and problem solving in connection with Annuity claims.  Handles customer and provider requests, provide information on multiple companies for a variety of products. Assists customers, of varying temperaments. Provides cross training as assigned by management.  This position will approve claims up to $500,000.

Responsibilities

• Process complex transactions; helps resolve complaints; uses insurance and acquired companies knowledge and several administration systems to accomplish these tasks. Approves teammates work, within the approval guidelines; contributes to drafting or updating departmental procedures. Reports any escalated issues to team TSS and Manager.    
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• Answering telephone inquiries. Potential backup on ACD line concerning claim status, claim filing, report of death, as well as communicating internally with other departments. Handling of customer complaints from ACD line and document the information received and the telephone conversation into the claim file.  Responsible for incoming and outgoing calls to claimants, Powers of Attorney, facilities and other person’s or entities involved in the payment of a claim.
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• Correspondence – Respond in writing to customer inquiries in accordance with regulations. Review demand letters and responds within individual parameters and escalates as appropriate. Communicates, in writing and on the phone, with Agents, Beneficiaries, Funeral Homes, Attorneys, government agencies including Department of Insurance, and other acquired companies.
• Research – Verifies contract holder information, contract effective dates, premium status and verification of claim eligibility. Identifies the need for additional information. Contacts appropriate source to obtain needed information. Verifies beneficiary information and payment amount.
• Approve - Approve claims according to the designated approval authority guidelines
• Assist with Unclaimed Property process.
• Review 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. Meet expected processing levels.
• Has knowledge of all computerized administrative systems, claims systems, and communication systems used by the Department.
• Able 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 meet deadlines.
• Strong analytical and problem-solving skills to review documents and reach sound decisions.
• Ability to meet multiple performance targets at or above benchmark levels; including, but not limited to: accuracy, processing quality, call quality, timeliness and productivity.
• Ability to plan, organize workflow, while setting goals.
• Ability to keep sensitive and confidential material private.
• Ability to thrive in an ever-changing team environment.
• Strong attention to detail and ability to perform with high degree of accuracy.
• Self-starter and is able to work with minimal supervision.
• Ability to understand multiple lines of business.
• Ability to learn quickly with or without benefit of written procedures.
• Ability to read and understand insurance contracts.
• Ability to analyze data and make recommendation changes in the workflow. 
• Ability to review and derive answers from company historical records that can be incomplete.
• Has excellent written and oral communication skills used to negotiate solutions with customers of varying temperaments; and, to interact effectively and develop relationships with all levels of employees.
• Investigates moderately complex claims to resolution, or if appropriate, advises claimant of status and assists in resolution of claim.
• Process complex transactions – Assists to resolve complaints.
• Contributes to drafting or updating departmental procedures.
• Able to process a heavy workload under pressure with minimal documentation and often within narrow timeframes.
• Other job duties as assigned.

Experience/Education

• High School Diploma
• Strong background in customer service and production processing of Annuity Claims or equivalent experience. 
• Strong background in the insurance industry with a primary focus on Annuities. ACS Designation or equivalent experience in LOMA courses is helpful.

Protective’s targeted salary range for this position is $51,700 to $52,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.This position also offers additional incentive opportunities [through an annual incentive based on individual and Company performance] OR [through cash compensation as part of a sales incentive plan (SIP).
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 time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.    Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Diversity and Inclusion: At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.
We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace all skills and abilities. Our aim is to create an equitable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.
Accommodations for Applicants with a Disability:If you require an accommodation to complete the application and recruitment process due to a disability, please email martina.winston@protective.com.This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process. Apply