Policy and Premium Service Specialist I

At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live. As a recognized market leader of term life insurance, we're working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals, and challenging ourselves to achieve more. We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.

With a focus on delivering an exceptional Customer experience, the Policy & Premium Service Specialist will monitor and process various accounting and policy updates or changes. They will research, analyze and resolve all issues related to premium transactions within Administrative Services. They will deliver prompt, accurate, and courteous service to policyholders, general agents and internal business areas by handling verbal and written inquiries for matters, while meeting or exceeding pre-defined productivity and quality standards.

Administrative Service Vision

LGIA is available to service our customers whenever and wherever desired and we are the easiest carrier to do business with. We have robust self-service capabilities with modern ways of communicating (i.e., click to chat, facetime, video, co-browse, Venmo/Zelle, credit and debit cards, etc.). All processes are digitized and paperless. We know the stage of life our customer is in, events that have taken place and proactively take action. This includes proactive outreach for product recommendations or something as simple as an address change.

Research, analyze and resolve unapplied premium through manual accounting transactions in Life Pro, our system of record.
• Process policy changes and disbursements of loans, surrenders and withdrawals etc while applying thorough validations to all cases affecting year-end 1099 processing.
• Process Incoming and Outgoing 1035 Exchanges upon thorough validation of documents.
• Research and clear payment rejections/returned checks and generate proper correspondences. Process requests for Electronic Fund Transfers (EFT) set-up and changes.
• Analyze various suspense accounts daily and apply or disburse check requisitions.
• Create customer correspondence providing history detail relating to premium and loan payment.
• Provide assistance to our business partners in Customer Care, Commissions, Claims, Policy Issue with in-depth premium and processing inquiries or transaction. Take ownership and accountability for prompt responses to the customer.
• Act as liaison with the Finance Department to ensure proper reconciliation of Epicor and LifePro accounts.
• Review and process policy changes following department procedures, within pre-defined productivity and quality standards. Changes include address changes, beneficiary changes, title changes, coverage verification, and collateral assignments.
• Process contractual changes such as decrease in benefit, decrease in underwriting rating, conversion to a permanent policy and case management of reinstatements
• Apply knowledge of our insurance products, concepts, and guidelines to daily task processing and provide explanation of this knowledge to both internal and external customers in order to accurately service them.
• Respond to written inquiries in an efficient and professional manner with superior customer service with proper spelling and grammar usage.
• Process work as the Customer advocate and challenge status quo when appropriate, by thoroughly evaluating the policy for exception consideration such as waiver of underwriting for policy reinstatement.
• Cross functionally support all Customer Service teams including contact center based on business demands.

Education

High school diploma or equivalent

Some College preferred

Accounting or financial background preferred

Experience/Knowledge

3+ years' experience in a customer service/administrative related position

Knowledge of life insurance products

Life, Property and Casualty or Health insurance experience preferred

Comfortable working with numbers

Skills

Excellent communication skills, both verbal and written

Strong Customer Service, Analytical and technical skills

Strong organizational skills and ability to prioritize

Typing 50 WPM

Detail oriented

Ability to work as a team member or independently in a fast paste environment

High tolerance for repetitive tasks

Knowledge of Microsoft Office (Word and Excel)

What's in it for you?

The expected hiring compensation range for this position is $48,500 - $55,000 annually. This position currently requires onsite reporting for up to three days per work week with flexibility of work from home days the remaining two.

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses. This role is eligible to participate in the Legal & General America Annual Incentive Plan. The current target payment for the position is 3% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 10 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We're big on professional development and we'll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.