This job is responsible for reviewing policy files, applications and supporting documentation for completeness and accuracy. Processing client business through the processing system(s) and mail output documents to policyholders or provide to Accounting for reconciliation. Retain documents in digital archive files. Identify, document, and follow up on issues negatively impacting the processing cycle. Perform research on questions about business processed or coverages enrolled and provide information as needed to clients, customers, policyholders or internal support areas.
Process incoming client business 40%
Analyze incoming client business via electronic files, US Postal Service, Email and Fax for completeness, accuracy, discrepancies or out of balances.
Communicate with clients and customers or policy holders to resolve any problems with the file or policy application
Report problems to internal stakeholders.
Request interface of the files into Assurant systems.
Perform manual data entry of policy information to Assurant systems
Prepare and mail outgoing fulfillment packages
Enter documents into digital archives
Follow documented standard operating procedures and underwriting guidelines
Review output of client files after they are interfaced or manually entered to the system and take the appropriate actions 40%
Analyze error reports and determine root cause of errors
Perform quality checks on manually entered business to assure accuracy
Perform basic premium and/or refund calculations to validate information provided by the client.
Communicate with clients to obtain feedback needed to make appropriate decisions.
Coordinate resolution of clear, known issues with the client. (ie. The client is using the wrong refund method or sending the wrong amount as the benefit)
Report internal problems and recommend appropriate course of action to remedy.
Update the records in company systems.
Reconcile all adjustments and business entered back to the amount submitted by the client.
Compile documentation for Accounting or digital archives
Streamline Operational processes and address issues at the root cause 10%
Create and/or update process flows and Standard Operating Procedures for new processes or changes to existing processes.
Report gaps in work processes within Operations
Follow up within the appropriate timeframe for each issue. Escalate issues as needed.
Collaborate with internal support teams to address root cause.
Research and troubleshoot questions from external or internal customers regarding business that was previously processed 10%
Research questions from internal departments regarding policy coverage. Update records in the system as appropriate and maintain the proper documentation.
Create, update the maintain lists and logs with appropriate comments and information
Research and provide status on existing policy to policyholder or client by responding to their questions on coverage, billing, premium or procedures
High School Diploma or GED
1 year in an analytical or operations role
1 year customer service experience
Knowledge and skills:
Good verbal and written communication skills
Good collaboration and follow up skills. Able to manage some small projects
Good documentation skills. Able to identify and document simple issues
Excellent organizational and prioritization skills including the ability to orderly maintain historical documentation
Good problem-solving skills including the ability to perform a root cause analysis
Able to sort, filter, and/or summarize large volumes of data in excel to find the cause of out of balances
Able to apply simple mathematical techniques to validate premium and/or refund calculations
Able to reconcile the total net premiums submitted against the total amount processed considering any adjustments made to customer records
Able to document or update the steps of a process in a standard operating procedure
Intermediate knowledge and applied use of Microsoft Office applications including: Excel, Word, Outlook and Access
Knowledge of Assurant systems: DMO, PMS, Kwikwork, CDS, FRS