1035 Exchange Analyst (NRF

Summary

Responsible for technical analysis/processing of 1035 exchange life insurance applications, and determination of funds allocation and transaction legality. Responsible for initial review, obtaining requirements, and processing of exchange proceeds, you will report on non-prepaid cases and accuracy of the cost basis adjustments; meet all service expectations and regulatory guidelines under the tax code for a 1035 exchange; communicate with outside companies to obtain necessary funds;

administer proceeds in a timely and accurate manner, using a wide variety of computer applications; research and implement creative solutions to complex situations related to 1035 exchanges; identify cases that require additional underwriter involvement; process cost basis for 1035 exchanges, accountable for any necessary policy corrections changes for approved 1035 exchanges; identify and apply interest charge adjustments; take final action on 1035 exchanges.

This position provides a balanced mix of customer interaction and case management. Team members typically spend about half of their time supporting clients and field partners by phone and half of their time managing complex 1035 exchange cases, conducting research, obtaining requirements, and processing transactions.

• Successfully resolves questions and inquiries from Financial Reps and clients
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Educates Financial Representatives on self-service capabilities
• Fosters a professional relationship with our clients to enhance brand loyalty
• Exhibits skill in de-escalating servicing concerns
• Achieves productivity standards and goals while maintaining the highest level of customer service
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
• Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality
• Able to work independently and with your team to consistently identify opportunities improve work processes
• Researches and evaluates possible solutions using all available resources
• Manages casework in accordance with area service and/or productivity standards
• Welcomes change and embraces an environment where continuous improvement is expected from all employees
• Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand
• Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives
• Ability to interact with latest technologies including devices to do their jobs and interact with clients
• Demonstrated ability to use computer software packages, including Word, Excel, and Power Point

• Associates degree in business or related field or equivalent combination of education and experience
• Previous customer service experience preferred
• Equally strong written and verbal communication skills
• Non-Registered fingerprinted will be required
• Ability to multi-task, prioritize and manage time effectively
• Willingness to embrace change in a fast paced work environment
• Desire to resolve complex problems
• A strong desire to continuously learn and improve
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages
• Successful completion of customer service required testing

• Attention to Detail: Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presentation, content, accuracy, and overall quality.
• Case Management: Manages and maintains ownership of assigned cases, communicating status, managing requirements, and answering client questions. Ensures all claims and inquiries are necessary, reasonable, and legitimate.
• Customer Service Mindset: Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis…