Claims Representative

What You Can Expect In This Role

Responsible to provide customer service to Agents, Policyowners, Beneficiaries, Attorneys, and various other authorized parties through professional verbal communication skills for both the life and annuity lines of business. Handle all incoming initial notification of claim calls by researching and reviewing the policy/contract data file to determine coverage under the policy provisions and to whom policy benefits are payable. Adhere to various legislation or settlement agreement requirements related to the handling of Claims calls.
What You'll Do In This Role
• Focus primarily on answering phone calls for both life and annuities lines of business from beneficiaries, agents, policyowners, 3rd parties or others by telephone using a professional and friendly approach; inquiries are also to be handled in a precise, thorough manner with attention to grammatical correctness and professional tone.
• Handle all incoming initial notification of claim calls by researching and reviewing the policy/contract data file to determine coverage under the policy/contract provisions and to whom the policy benefits are payable.
• Correspond via telephone to assist internal and external customers with claims and benefits questions in a professional and customer centric manner. Calls must be handled according to company policy and procedure, Service Level and Quality Standard Agreements.
• Research inquiry and provide additional information using escalation process to leadership as necessary.
• Acquire and maintain a working knowledge of company products as they pertain to the Claims Department across line of business (life and annuity). This includes staying familiar with the most up to date changes to procedures as well as completing any required training courses as assigned.
• Acquire and maintain basic system, tax procedure and compliance knowledge as it pertains to the Claims Department.
• Identify, communicate and proactively work to solve problems or issues before a service breakdown or complaint occurs.
• Utilize multiple systems as well as Microsoft Word, Excel and Outlook.
• Positive professional approach.
• Openly discuss concerns within the area and/or team and provide ideas for improvement.
• Promote teamwork by supporting team members and sharing knowledge.
• Continued department training on additional job functions for department advancement.
• Look for ways to improve a process and/or procedure and openly discuss your thoughts.
• Assist management with determining and implementing efficient workflow methods.
• Track and provide customer feedback via ACT by listening to the voice of the customer.
• Drive to meet/exceed all performance goals including KPIs (key performance indicators), SLAs (service level agreements) and other communicated standards.
• Proactively participate in daily huddle board discussions offering ideas, insights and support.
• Actively participate in problem solving sessions (standard work, root cause problem solving, etc.) as requested by your manager.
• Take ownership of implementing standard work and other changes into your daily work processes.
• Continuously strive to create a positive customer experience throughout all customer interactions, request processing/handling, and problem-solving efforts.
• Work on special projects as needed.
• All other duties as assigned by manager in an effort to support all Claims Department process, procedure and responsibilities.
• Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity).
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.
• Other duties as assigned.
What We're Looking For

• Bachelor's Degree Preferred
• 2-4 years' Insurance or Annuity/Life Claim experience Preferred
• Must have the ability to communicate effectively and tactfully with agents, policyholders and beneficiaries
• Must have knowledge of and ability to maneuver through multiple information screens
• Previous customer service experience preferred
• Must have strong organizational skills
• Strong problem solving skills
• Ability to work efficiently and independently or in a team environment
• Able to adapt to frequent change
• An appreciation for detail and problem solving skills
• Computer skills, PC, Microsoft Office
• Excellent verbal and written communication skills

Other Requirements
• Criminal background check required.


Salary Range Information

USD $40,223.00 - USD $67,039.00 /Yr. Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire.
What you can expect when you join Sammons Financial Group
• Comprehensive health coverage for you and your family, including Medical, Dental, Vision, HSA & FSA options, and term life insurance.
• Competitive compensation with a performance-based incentive program tied to clear goals and individual and/or company success.
• Invest in your future with our 100% company-funded Employee Stock Ownership Plan (ESOP), plus automatic enrollment in our 401(k).
• Work-life balance that means something. Friday afternoons off year-round, generous paid time off, and paid holidays.
• Commit to your growth with paid development time, tuition reimbursement, and professional development opportunities across industry, individual, and leadership programs.
• Make an impact beyond the workplace through volunteer time off, and our company nonprofit matching gift program, supporting the causes that matter most to you.
• An ownership culture that inspires; join a connected, values-driven workplace where employees take accountability, support one another, and are empowered to do their best work-together shaping our future shared success.


Work Authorization/Sponsorship

At this time, we're not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)
Additional Information

Sammons Financial Group Is An Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other characteristic protected by applicable law.


ADA
Sammons Financial Group is committed to providing reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you need assistance or a reasonable accommodation at any stage of the application or hiring process, including navigating our website or applying for a position, please contact View email address on click.appcast.io or call View phone number on click.appcast.io.


E-Verify
Sammons Financial Group participates in E-Verify and will provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.


Policy for External Search Firms and Agencies
Sammons Financial Group maintains an internal Talent Acquisition function and does not accept unsolicited resumes or candidate submissions from search firms, staffing agencies, or other third-party recruiting vendors. Please review our Recruitment Agency Policy for additional information here.