How will your role impact First Command?
The Insurance Services Operations Sr. Associate is responsible for supporting all insurance business (Life Insurance, Universal Life, Long Term Care, Disability Income and Hybrid Insurance products) from an operational perspective. This entails the processing and input of insurance sales into our database, coordinating with our Business partners and Financial Services to ensure data integrity and proper commission payment to the Advisors. Additionally, this role will serve as Tier II to the Insurance Queue of the Customer Service Center to assist with more advanced insurance-related questions as well as research and resolution with Business partners. The Sr. Associate acts as the primary point of contact for Insurance problem resolution on both pending and enforce business by escalating policy issues with the appropriate Carriers, Business Partners and Product Managers while coordinating with the Field as needed. Additional responsibilities include the timely and accurate preparation of death claim paperwork with the Carriers and a condolence package on behalf of First Command.
What will you be doing?
- Review and load insurance sales into database while ensuring that all requirements have been met (prior plan recommendation of product, signature pages, etc.).
- Assist in conducting quality control of processed transactions
- Support in managing workloads to meet client needs on a timely basis, collaborate and transition work with team members as volumes fluctuate.
- Notify and support advisors and office staff to resolve paperwork issues with NIGO’s.
- Research and resolve incorrect commissions from Financial Services with Carrier partners to ensure data integrity and proper payment to Advisors.
- Work weekly Life insurance, Disability and Lont Term Care reports provided by Business Partners to ensure accuracy of policy data in the database.
- Support the advisors and office staff by managing the Insurance Operations cases to include any required escalation, research, and resolution with Business Partners and/or other internal departments.
- Serve as a Tier II for Insurance-related calls that initiate in the call center and require escalation, research, and resolution.
- Manually issue and terminate insurance policies in the database for products which do not provide data feeds and perform policy maintenance within the system as needed.
- Review all insurance-related mail received and forward it to the Advisor, and archive and update the database as needed.
- Assist in organizing condolence packages, carrier, adviosr, and internal department notifications and, quality check and proof Condolence (Death Claim) packets prior to sending to client/ beneficiary.
- Perform quarterly update of assigned User Guide’s for processes performed by Insurance Services Operations Team.
What skills/qualifications do you need?
Education
- College degree required (previous work experience considered)
Work Experience
- Minimum 4-5 years Insurance Operations experience (required)
- Minimum 4 years office experience in a professional business setting (required)
- Customer Service experience (preferred)
Certifications
- Life & Health Group I Ins. License (required)
Knowledge, Skills and Abilities
- Specific knowledge of insurance business products (Life Insurance, Universal Life, Long Term Care, Disability Income and Hybrid Insurance products) from (preferred)
- General knowledge of the financial planning industry (preferred)
- Execute with a sense of urgency, a drive to make an impact, and a high level of self-confidence and ability to work well in high pressure situations.
- Ability to foster team environment, maintaining flexibility and willingness to learn new duties and assist others as necessary.
- Strong verbal and written communication
- Strong analytical and problem-solving skills
- Excellent attention to detail
- Ability to work independently with minimum supervision
- Proficient with MS office Applications including Word, Excel and Outlook (required)
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Required Skills
Required Experience