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QUALIFICATIONS/REQUIREMENTS:
- High school diploma or equivalent experience required.
- Basic math and good verbal and written communication skills required.
- Must be able to communicate effectively in emotional conversations with claimants as they work through the death claim process.
- Working knowledge of life insurance, a plus.
- Ability to resolve problems independently and as a member of a team.
- Excellent prioritization and organizational skills.
- Ability to identify and resolve complex issues (ex. regulatory risks, escalated complaints).
- Conflict management skills.
- Exceptional customer service skills, including strong verbal and written communication skills.
- Regular and reliable attendance and punctuality is an essential function of this position.
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DUTIES/RESPONSIBILITIES:
- Initial contact for all incoming claim inquiries for the Life Company.
- Setup of death claim files and maintain paper filing and electronic system of pending death claims
- Set up of Disability and Long Term Care Claims and maintain paper filing system.
- Responsible for administration for accelerated death claim filings.
- Responsible for the Death Claim Data Base input & testing.
- Review contestable claims and aid in obtaining appropriate medical records
- Effectively empathize with claimants via phone or in person through the death claim, disability or long term care process.
- Follow up customer service of conversion and child rider options after death of the owner/insured.
- Initial review of the claim process verification control checklist that includes an understanding of state divorce statutes, STOLI transactions and transactions involving Minors.
- Back up to Lead for quality assurance of the claim disbursement & disbursement sign off as needed.
- Responsible for final review of the claims file and preparing for optical retention
- Responsible for sending out formal communication regarding the claim, including mailing of payments and returning death certificates as requested.
- Responsible to back up the Life Claims Lead position for processing of claims, filing of re-insurance and contestable claims as needed.
- Maintain the written procedures for duties that fall within this job description.
- Effectively handle customer and agent inquiries and complaints.
- Perform other duties as assigned.
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Kansas City Life Insurance Company
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ATTN: Human Resources Department
3520 Broadway
P.O. Box 219139
Kansas City, MO 64121-9139
EOE/MFVH
e-mail:[email protected]
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