ESSENTIAL FUNCTIONS

45% Handles service requests from policyholders/clients, producers and Home Office staff via correspondence, email, personal contact, and telephone, which includes: 

• Responding professionally and accurately to policy requests/changes including explaining applicable policy provisions and Company policies and procedures;
• Based on need, will handle either non-financial or financial transactions as follows:
  1. Non-financial: assignments, dividend option changes, beneficiary changes, ownership changes, premium mode changes, DI Flex policies processing, duplicate policy requests, returned mail, etc.;
  2. Financial: loans, withdrawals, annuity, disability income and term policy surrenders, reinstatements, policy changes with a reduction in coverage, illustrations/value statements, surrenders, cost basis calculations, etc.;
• Using Company computer systems (LifePRO, Execute 360, FARM and SharePoint) effectively and efficiently;
• Assisting with documentation capture and providing suggested changes and/or clarifications;
• Assisting with conversion and system upgrade testing; and
• Providing information when requested to other Inforce Administration and Customer Connection associates on policy provisions and Company procedures.

45% Responsible for daily production of Inforce Administration transactions to meet turnaround time benchmarks and quality standards, which includes:

• Meeting established productivity measures for responding to service requests;
• Meeting Assurity’s quality expectations;
• Handling of system-generated policy activity and maintenance including, but not limited to, nightly cycle output, billings, error registers, etc.; and
• Ensuring compliance with Company, state, and federal regulations, including privacy regulations relating to customer information.

10%   Performs other functions, which may include:

• Assisting with process improvement planning and implementation;
• Assisting with and participating in team functions and events for the Inforce Administration Department;
• Assisting with special projects and other related duties as requested; and
• Serving as a member of various committees and implementation teams.

The list of essential functions is not exhaustive and may be substituted as necessary.

EXPERIENCE AND SKILL REQUIREMENTS

• Three to five years’ office or related experience required.
• Ability to type 40 words per minute required.
• Professional oral and written communication skills required.
• Knowledge of all Company products, policies and procedures beneficial.
• Ability to organize/prioritize a wide variety of information and meet deadlines.
• Attention to detail is required.
• Ability to work independently.
• Proficiency with word processing and spreadsheet software required.
• Ability to cooperate positively with team members is essential.
• Talent required in values, work intensity, achiever, positivity, resourcefulness, command, relationship-extension, and exactness.

EDUCATION AND CERTIFICATION REQUIREMENTS

• Associate degree, trade school certification or equivalent in related field required.
• Timely progression of completion of LOMA classes for ACS & FLMI designations.

PHYSICAL AND WORK SCHEDULE REQUIREMENTS

• Ability to work 40 hours within flex-time guidelines required. May require work in excess of 40 hours a week in order to complete functions of position.
• Follows daily work schedule for appropriate coverage.
• Opportunity to transition into a hybrid working arrangement following completion of training.