Job description
Open to remote work in the following states: AR, FL, GA, IL, IN, IA, KS, KY, LA, MD, ME, MN, MO, NE, NH, NJ, NC, OH, SC, TN, TX, UT, VA, WI, WY
a. Follow established written processing procedures
b. Verify proper forms are received according to state regulation
c. Accurately enter and process:
i. Whole life
ii. Term Life
iii. Universal life & Interest sensitive
iv. Acquisition Preneed
v. Final Expense
vi. Preneed
vii. Trust claims including Tru Trust, NGL Funeral Expense Trust, and NGL Estate Planning Trust
viii. Preneed Texas including accurate reconciliation and file documentation verification.
ix. Annuities
x. Contestable claims including referring claims to Underwriting as needed.
xi. Rider claims including accidental death, child/family rider, and spouse rider.
d. Accurately calculate cost basis on basic annuity claims
e. Follow-up timely on all claims in writing within state regulated time frames
2. Provide phone support for all claims related calls and letter correspondence
a. Ability to effectively communicate, with empathy when appropriate, to our customers verbally, in writing, and via email
b. Ability to actively listen and appropriately respond to others
c. Provide phone support for claims related calls while maintaining team service goals
d. Contact agents, funeral homes beneficiaries, and other customers to obtain missing information when needed
e. Prepare proper correspondence for all steps in the claim process and as needed to respond to customer inquires
3. Team Work
a. Ability and willingness to work with others in a team environment
b. Participate in group decision making, listening, and responding constructively to others
c. Offer help to teammates when the need arises
d. Manage and adjust personal time off, breaks, and lunches to insure sufficient team coverage
e. Help ensure that team standards and goals are maintained
4. Problem Solve
a. Transfer knowledge from one process and apply it to another like process regarding common situations
b. Able to gather most needed data and petition input to help recognize the symptoms and root causes of distinct problems
c. Examine defined issues with ambiguous causes
d. Suggest alternative approaches that meet the needs or the organization, the situation, and those involved
e. Resolve difficulties and escalate issues with suggestions for additional inquiry
5. Accurately research insured status
a. Follow established written processing procedures
b. Search databases to confirm Insured status
c. Update spreadsheets and document appropriately
6. Complete assigned projects, tasks, and/or milestones by agreed upon due dates including performing other related work as requested or required
Qualifications:
Intermediate knowledge of NGL and acquisition products and procedures
Intermediate communication skills-oral and written
General PC and office machine knowledge
Typing skills of at least 45 words per minute and 5500 keystrokes per hour alphanumeric
Knowledge of basic accounting skills
Ability to work in a team environment
Organized and detail oriented
Ability to quickly search the Internet and other databases
Min/Preferred
Education Level
Description
Minimum
High School or GED
Preferred
Other
LOMA Level I Certificate
Preferred
Other
Wisconsin Preneed Certification
Years of Experience
Minimum Years
Description
1
One year claims processing experience or equivalent business experience
2
Two years customer service or insurance/financial experience preferred
ADA Requirements
NGL is committed to the full inclusion of all qualified individuals. Therefore, we will ensure that all individuals with disabilities are provided reasonable accommodations to meet the physical demands in the work environment described in order to perform essential job functions successfully.
Physical Demands
Demand
Description
Frequency
Standing/Sitting
Must be able to remain in a stationary position, often standing or sitting for prolonged periods.
Frequent
Walking
Needs to move about inside the office or workspace to access file cabinets, office machinery, etc.
Occasional
Lifting/Carrying
Ability to move objects and files up to 20 pounds in all directions.
Pushing/Pulling
Ability to exert force upon an object, or draw an object toward oneself to move or change its direction such as doors and carts.
Occasional
Use of Hands/Fingers
Operates standard office equipment such as computers, keyboards, phones, photocopiers, filing cabinets and fax machines.
Constant
Working Conditions
This role primarily operates in a professional office environment
The responsibilities described are not a comprehensive list of each task that may be given to the employee in this role. Duties, responsibilities and activities of the position may change at any time to meet the needs of the company.
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