Force Operations Specialist

Job Title:In-Force Operations Specialist

FLSA Status: Non-Exempt

Location:Member Services

Reports To:Manager, Inforce - Payment Services

Direct Report(s): None

Position:The In-Force Operations Specialist is responsible for the oversite and processing of requested disbursements via check, wire and funds transfer for premium refunds, loan terminations, and withdrawals. They are responsible for complying with confirming ABA routing and bank account numbers for requested transfers. The In-Force Operation Specialist works to ensure that invoices and other financial documents are processed appropriately.

Job Brief: The In-Force Operations Specialist position serves our members by managing the policy review process and resolving any issues, changes and/or questions concerning their policies. Work closely with Customer Service to respond effectively and timely to Member inquiries.

Duties & Responsibilities: Under the supervision of the Operations Manager, the In-Force Operations Specialist:

• Reviews check failures and amount in excess of the stipulated amount requiring multiple signatures
• Troubleshoots the policy administration in-force system for operational issues.
• Coordinates and processes COLA increase notice to members for settlement options
• Handles and reviews all payment failures. This includes EFT, Check, Credit Card.
• Maintains knowledge of policy administration system processing.
• Processes member in-force product changes according to established standard operating procedures (SOPs) and Association guidelines and time frames.
• Participates in all cross-training of all duties and responsibilities noted above to ensure proper continuity of operations and coverage of operational functions at all times.
• Responds to member inquiries about their existing Navy Mutual policies via phone, e-mail, regular mail and/or in person; in a timely and courteous manner. Documents all customer interactions and written customer feedback in the customer relationship management system.
• Maintains a thorough understanding and knowledge of all Navy Mutual products and services provided to members; and software programs which are required to be used by the Member Services team (e.g., Outlook, Product Calculators, Illustration System, Policy Administration System, CRM, etc.)
• Complies with all pertinent laws/regulations, bylaws and policies established by the Board, the President & CEO and all written/verbal instructions received from the Vice President of Member Services.
• Prepare and ensure successful and timely receipt of premium payments from checks, lockbox, credit cards, check-free, online, etc.
• Process all member payments, such as premiums and loan payments, and post to the policy administration system(s).
• Reconcile and clear suspense accounts in a timely manner.
• Assist with the generation of Perm Plus & Annuity plan member statements
• Oversee Daily reconciliation confirm and complete all Annuity distributions.
• Reconcile and process annual term dividend refunds through Policy Admin System.
• Work with accounting team on uncashed checks and unclaimed property payments.
• Other duties as assigned.

Qualifications:

• Related bachelor’s degree or at least 1-3 years of relevant operations experience required.
• Life insurance experience, preferred.
• Insurance certifications such as FLMI, CLU, ACS, or PCS, preferred.
• Detailed knowledge of Navy Mutual’s in-force operations and products is a plus.
• Candidates must have excellent written and verbal communication skills, interpersonal skills, and the ability to establish and maintain effective working relationships with others, including the ability to cross-train new team members.
• Must have strong organizational skills, be detail-oriented, and possess sound judgment.
• Possess strong initiative with the ability to successfully work independently to solve problems.
  
  Ability to work well in a team environment.
• Advanced knowledge of Microsoft Office.