Case Analyst

Overview

Processes and approves complex contract and policy changes which may include conversions, reinstatements, face amount increases, add and cancel riders, add and cancel benefits, loans, surrenders, partial surrenders, etc., for Fixed, Variable and Indexed Life contracts utilizing various administrative systems. Interacts with Senior Case Analysts and other departments to complete transactions. Works with some supervision but is empowered to approve applications and other decisions within the limits of authority level, and coordinates workflow of cases outside authority limits to underwriter, manager or other departments for final disposition. Completes appropriate transactions, and thoroughly reviews and validates output to ensure accuracy. Ensures compliance rules regarding all processing are met. Researches inquiries and provides prompt and accurate service to internal and external customers. Supports the overall goals of the department by meeting or exceeding department time-service goals, quality standards and service-level agreements.

Responsibilities

What you will do:

• Process complex contract and policy changes, disbursement requests, and approves and issues complex life and health insurance policies in a timely manner compliant with state and federal guidelines.
• Provide direction to internal and external customers on what documentation and forms are needed to complete transactions through accurate verbal and written communication.
• Analyze complex documents, which may include underwriting records, divorce decrees, guardianship papers, power of attorneys, corporate resolutions and trust documents to ensure that the transaction is completed within state and federal compliance regulations.
• Perform and analyze complex calculations which may include illustrations, reinstatement figures, conversion credit, cost of insurance, Return of Premium rider amounts, dividend calculations and surrender amounts.
• Create check disbursements, which may include processing and approving checks within appropriate level of authority, ensuring proper payee is designated.
• Research district office, independent agent and internal department inquiries. Provide clear, accurate, timely responses through various channels of communication while following proper rules of punctuation, dictation and style. Ensure that communication meets applicable federal, state and Company privacy laws and guidelines.
• Develop an understanding of complex policy rules and guidelines as defined in the policy provisions and characteristics for all policies issued past and present. Maintain knowledge of Company policies and procedures.
• Develop and maintain an advanced knowledge of federal (SEC), state and Company rules and regulations regarding processing Fixed, Variable and Indexed Life Insurance cases.
• Assure the accuracy of premium application and accounting, which may include EFT transfers, wire transfers, credit vouchers, special check handling and duplicate check requests.
• Verify the accuracy of output, which may include assembling and mailing of policy, preparing written correspondence and verifying check amounts.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma - Required
• Some college work - Preferred
• Demonstrated experience effectively working with customers. - Required
• Demonstrated experience working independently under little direction from management. Experience must include identifying and resolving problems where independent decision-making and self-initiative were demonstrated. - Required
• Must provide examples from work experience demonstrating flexibility to meet department and customer needs. - Required
• Proven PC skills and the ability to make repetitive motions of the wrists, hands and/or fingers. -
• Proven success in a Specialist or Processor role or comparable experience. -
• Demonstrated strong attention to detail with excellent organizational skills. Cite examples of organization and time management methods used to manage or prioritize workload demands. -
• Demonstrated ability to apply knowledge to future decisions (progressive decision making). -
• Must provide examples of maintaining a high degree of accuracy associated with high volumes of work and/or multiple duties. -
• Working knowledge of word processing and spreadsheet applications. -
• Working knowledge of email system -

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None