Life Insurance - Customer Care Administrator

The Customer Care Administrator handles inquiries from members and may specialize in certain types of transactions such as COB/COA documentation and processing, RMDs, policy surrenders and POA reviews. Inquiries may be received by telephone or through written correspondence. Requires in-depth knowledge of products to evaluate facts, policy provisions and caller information. Following the procedures approved, the Customer Care Administrator will prepare and send letters, change beneficiaries and input information into the Policy Administration system.

The Customer Care Administrator also performs various email and mailroom duties, as required.

The Customer Care Administrator may also assist the sales team and the New Business department with various administrative and research tasks.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

(Other duties may be assigned.)

• Handle customer service inquiries and problems via phone and appropriately field email inquiries. Research, respond, and discuss various aspects of the policy with members.
• Utilize Salesforce to track phone calls, emails and correspondence with all members.
• Provide proper guidance to members regarding changing beneficiaries, premium payments and change of ownership.
• Efficiently access multiple systems (Salesforce, FIMMAS, etc.) to provide clear, complete and accurate response to customer inquiries.
• Prepare written correspondence to members and internal team.
• Print Billing and Annual Statements daily and reconciling the daily reports of each in Fimmas.
• Review Premium Notices and reconciling the daily reports of each.
• Process name, address and beneficiary changes by performing a timely review of the documents for accuracy, logging the forms in Salesforce and maintaining the member file.
• Process Systematic withdrawals, RMD’s and Surrenders daily and maintain surrender/retention log.
• Research Lexis/Nexis for Cannot Locates/Bad Addresses/Disconnected Numbers.
• Associates are expected to perform responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and quality service skills.
• Work at all times to enhance and strengthen the relationship between the member and the Society.
• Maintain and report progress and goals in weekly one on ones with management.
• May provide basic information to callers, as appropriate.
• Maintain effective communication and working relationships with all employees.
• Complete mailroom services tasks as requested by manager.