Associate, Annuity Product Line Services

1 month ago

Owings Mills, United States Baltimore Insurance Ltd. Full time

JOB TITLE: Associate, Annuity Product Line Services

DEPARTMENT: Insurance Services

REPORTS TO: Manager, Billing and Collections and Annuity Services

FLSA STATUS: Non-Exempt

SUMMARY:

Annuity Product Line Services, answers both agent and customer service phone calls while providing processing of customer service transactions.

RESPONSIBILITIES:

* Provide customer service in a call center environment
* Accurately answer policyholder questions about policies and riders, address changes, information updates, cash value requests, and service requests
* Accurately process non-financial and financial transactions to include but not limited to surrenders and loans
* Explain BLI correspondence to policyholders
* Navigate the insurance administration and document workflow systems from policy issue to death claim or cancellation
* Process new business by entering data into the policy admin and workflow systems (ID3, ImageRight, FAST)
* Access external systems to retrieve relevant applicant information. (MIB, Rx, Accurint, GIACT)
* Assist agents and clients with submission of new policy applications and review application paperwork for accuracy and compliance with insurance regulations (IGO)
* Apply or refund premiums associated with new policy issue as needed
* Assist agents via email, phone, or chat system with information including but not limited to product questions, application status requests, contracting information, website, contracting and compensation
* Perform ALM reviews

EDUCATION and EXPERIENCE:

* High school diploma or GED required (Related college courses can be considered to meet experience requirements.)
* Minimum of one-year call center experience or new business processing

SKILLS AND KNOWLEDGE:

* Annuity industry experience preferred; successful completion of Annuity and Tax related training
* Basic knowledge of Microsoft Office suite
* Excellent telephone and written communication skills

COMPETENCIES

Drive - Displays motivation, is proactive and resourceful in daily work. Persists to complete responsibilities, even in the face of difficulties, is optimistic and tenacious throughout.

Collaboration - Able to actively listen to others and build relationships and trust, effectively handle conflict and interact with tact and respect. Articulates ideas and concerns so others are able to understand and is sensitive to others and is able to adapt to different types of individuals.

Able to cooperate and collaborate with colleagues to achieve shared goals and encourages others and seeks out opportunities to collaborate across the business.

Adaptable - Willingly adapts to constantly changing circumstances while maintaining perspective. Engaging in continuous learning, adjusting the application of knowledge, skills and abilities while addressing new challenges. Accepts constructive feedback.

Responsible - Follows through on commitments; clearly defines mutual expectations of selves & others. Responds to demands of job by accepting responsibility for assignments, shows initiative and takes timely and appropriate actions to meet needs.

Execution - Thinks critically and has the best interests of the company, colleagues, and customers in mind when approaching situations. Anticipates obstacles and assesses situation to determine best possible solution. Demonstrates an ability to get essential information and exercises sound judgments about alternatives. Knows both technical and practical aspects of the job and continually updates skills and knowledge.

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