Contact representative

What you can expect as the Claims Customer Contact Representative :

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.

Focus primarily on answering phone calls for both life and annuities lines of business from beneficiaries, agents, policyowners, rd 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.

• 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 (Respect, Accountability, Integrity, and Openness)
• 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.

What we are looking for :

• Bachelor's Degree preferred
• 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
• Criminal background check required.

Sammons Financial Group Companies offers some of today’s most sought after life insurance, annuity, retirement planning products and portfolio-management solutions.

Unlike most financial organizations, our companies are not publicly traded, which means we’re focused on long-term value rather than short-term earnings pressures.

As a privately held company, our leaders and employees remain consistently focused on long-term growth, making decisions that allow us to deliver on our commitments to customers, distribution partners, our employees, and our communities.

Individually, our companies provide value in the products and services they offer. Together we represent a history of strength and longevity.

What you can expect when you join Sammons Financial Group :

• A casual dress code (yep that means jeans!)
• A company you want to be a part of, driven by inspiring leaders and a fun, friendly work environment.
• Colleagues who support one another, model our core values, and drive our healthy, high-performing culture.
• Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays.
• Our competitive benefit package includes : Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay.
• A generous retirement program. Our Employee Stock Ownership Plan (ESOP) is a % company funded retirement plan, so you can save for retirement without contributing a penny of your own paycheck.
• A company that celebrates diversity, is committed to inclusion, and is proud to be an Equal Opportunity Employer. We comply with all federal and state equal employment opportunity laws and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other characteristic protected by federal, state or local law.

Last updated : 2024-05-04