Senior Insurance Associate

Job Description – Sr. Associate/ Associate  

Function, Responsibility Level:

Operations, Associate

Reports to (Responsibility Level):

AM – Operations (Hardline)

AM – Training (Functional)

Supervises:

None

Global Grade:

07M & 08 M

Cost Center (85 series):

85029343

Complexity:

C4T3

PID/s Load Mapping:

AM136B02

Position Summary

Position responsible for customer conservation. Ensure premiums are reconciled on a monthly basis with Groupfacts (application). Process manual premium payments on all groups to coordinate timely claim payments to insureds and commission payments to agents/brokers. Resolve delinquent customer premium. Communicate status to group policy owners (employers), employees, regional sales offices, and brokers.  

Job Responsibilities

Essential Functions

• Point of contact for delinquent customers. Track and follow-up with customer until case is paid to current or terminated and referred to collections. Ensures Regional Market objective of World Class Customer Service is met. Ensure that the assigned targets are met in accordance with SLA, compliance standards and internal standards.
• Prioritize daily workload to ensure a specified turnaround time (TAT) objective is maintained. Research and resolve billing inquiries and discrepancies for delinquent accounts with policy owner (employer), agents/brokers, and group sales offices. Ensure adherence to established attendance schedules.
• Continually monitor Delinquency Reports and notify group sales offices, policy owner and broker of past due account status to conserve business.
• Continually monitor lockbox report to resolve unallocated premium.
• Coordinate with legal on bankruptcy cases as appropriate.
• Review/Audit new case census data for accuracy of first bill.
• AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
• Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance.
• Agents for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
• Subject Matter Expert for the purpose of work thread related issues and escalated transactions.
• QCA for the purpose of feedback and audit.
• Trainers for the purpose of Pre-process and Process training.

Any other essential function that may occur from time to time as directed by the Supervisor.

Knowledge, Skills and Abilities

Process Specific Skills

• Knowledge about the Insurance industry in US
• Knowledge about US Culture
• Knowledge of collection fundamentals

Knowledge and skills

• Excellent listening, oral and written communication skills
• Escalate issues if required
• Proven customer service skills
• Excellent analytical and research skills
• Accounting/math problem solving skills
• Self-motivated, well organized, and flexible with a sense of urgency approach
• Teamwork/ Managing Self / Adaptability
• Ability to work successfully in production driven environment
• Adaptability to change

Other Requirements

• Ability to continually work in a challenging environment.
• Knowledge of MS Office - Excel, Power Point, Word
• Self-initiated and zeal for continuous improvement
• Should be able to present effectively
• Adaptability to change
• Ability to manage multiple tasks prioritizing effectively

Working Relationships

Internal Contacts

• Training, HR, Operations and other Enabling

Education Requirements

Education Requirements

• Graduate or Diploma holders with at least 15 years of education

Work Experience Requirements

Work Experience Requirements

Minimum six months of work experience in a related field is required. Experience in Insurance organizations / Banks shall be preferred.

• Fresher can be considered.