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Under the administrative direction of the Manager and the technical direction of appropriate Life Benefits Consultants, Specialists and Mentors, the Life Benefits Senior Analyst is responsible for performing all of the following in accordance with legal and contractual factors: approval and modification of disbursement of death claim proceeds and payment plan accounts; on an as needed basis.
Approval Limit Responsible for analyzation, interpretation and judgmental decisions resulting in approval and modification of all transactions within the signature limit up to, but not exceeding $700,000. May work on cases exceeding this limit with management approval and second signatures. Confers with appropriate Life Benefits Consultants, Specialists and Mentors regarding issues in settlement analysis.
Claim Analysis and Resolution (55%):" Uses analytical skills and in-depth knowledge and judgment necessary to:1. Identify payees and settlement requirements.2. Follow through on case completion, including analyzing company and client records pertinent to the claim.3. Demonstrate a solid understanding of the legal, contractual and regulatory ramifications of death claim analysis, as evidenced in decisions and communications 4. Identify method of settlement and authorize release of proceeds." Responsible for judgmental decisions resulting in approval and modification of transactions within the signature limits for the different specialties. May include:1. Death claims for life insurance2. Income plans (may set up new income plan contracts and/or process deaths under income plan)3. Deaths under the Northwestern Access Fund4. Researching requests involving hypothetical situations" Demonstrates case ownership by researching and analyzing case complexities and conditions
Customer Service (20%):" Provides quality service via written (to include case documentation), verbal, interpersonal communications, and contributes to a positive work environment by:1. Adapting style and approach for specific customer and situation.2. Identifying customer expectations and assuring appropriate handling and follow through.3. Demonstrating a partnership with internal and external (to include field) customers.4. Willingly shared knowledge.5. Being open and enthusiastic to change." Responsible for the protection of privacy and confidentiality with all Northwestern Mutual policyowners and beneficiaries, and representatives of these parties." Takes ownership to respond to customer expectations and deliver results for assigned cases
Case Management (15%):" Effectively manages cases by:1. Taking ownership to complete assigned cases and follow through on tasks.2. Accurately and regularly documenting case activity from start to finish; cases can be located easily.3. Completing cases within Balanced Scorecard goals.4. Balances case assignments and incoming calls throughout the workday and deals with shifting volume
Team Responsibilities (5%):" Supports team members in achieving stated goals" Follows through with desk buddy assignments and work planner management" Assists others on the team as needed
Projects (5%):" Suggests improvements in workflow and processing techniques and takes initiative for improving the process. Assists in the implementation of workflow initiatives.
Minimum of 6 years of experience in a combination of customer service and insurance operations.
Life Benefits experience preferred.
Work experience demonstrating analytical ability, independent decision-making and sound judgment in the application of guidelines.
Demonstrated superior written and telephone communication.
Demonstrated ability to work with a high degree of accuracy in handling detailed work.
High degree of self-motivation with proven initiative in accepting responsibility for work results and in contributing cooperatively to group goals.
Strong organizational skills, with demonstrated ability to independently set priorities and to meet deadlines.
Proven ability to maintain strict confidentiality and exercise tact and diplomacy with customers.
Knowledge of and experience with insurance contracts, language, procedures and field servicing.
Ability to work in a team environment and add value to group efforts.
Consistently good attendance and effective job performance.
High school education.
This position has been classified as an Associated Person under NMIS guidelines.
This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.
Required Certifications:Non-Registered Fingerprinted - FINRA
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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.
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