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Senior Customer Service Associate

Description:

In this position the Senior Analyst uses advanced technical knowledge to handle complaints from various sources including executive office, media, DOI, attorney and policyholders, in accordance with established procedures. The position requires the analysis and evaluation of Individual Insurance and Annuities, Mutual Funds and COMMAND complaints. The Senior Analyst will develop and formulate an appropriate customer sensitive written solution and may handle case work that is outside the norm that may require draft responses that are non-standard in nature. Generally, the Senior Analyst will carry a case load involving multiple complex/high profile cases with overlapping due dates. More specifically, the responsibilities include, but are not limited to:

Ability to speak in a customer focused manner with internal and external clients.

Analyzing written complaints received from Policyowners and Regulators.

Investigating the allegations presented according to prescribed procedures and making an appropriate determination within regulatory time frames.

Applying the appropriate template language in written correspondence to policyowners and regulators and the ability to prepare customer focused written correspondence that is not from a template when appropriate.

Updating of the record keeping system(s) on a consistent, timely basis.

Proper organization and maintenance of case files.

Communicating clearly and in a customer focused manner with Policyowners and State Regulators.

Presenting cases to Senior Management

Negotiating complicated and difficult high- profile cases with other business units and regulatory agencies to obtain information for a substantive response

Participates in ongoing training initiatives to meet departmental goals

May perform Registered Principal review of response correspondence

Qualifications

Qualifications:

Minimum 3 years experience with life insurance and annuity products

Excellent verbal and written communication skills

Advanced Analytical skills

Excellent customer service skills

Demonstrated proficient Microsoft Word skills

Demonstrated ability to effectively manage multiple tasks

Demonstrated effective negotiation skills

Demonstrated strong knowledge of product specific systems, i. e., AOS, BPC, VANTAGE, etc.

Comments:

Responsibilities are not limited to the above and may change to accommodate workflow improvements.

Acquisition of FINRA Series 6 license is required in accordance with guidelines outlined in Individual Life Insurance Service Experience s FINRA Registration Policy.

Overtime may be required



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