Contact members and vendors via telephone and/or email as initiated by the business units to obtain the information needed, such as documents, signatures, and health or financial information in order to prepare the case for a decision  

Use various computer systems such as FAST, LifeNotes, LifeDesk and AS400 to retrieve information and update case files  

Act as a point of contact for issues and escalations to help find resolution, provides guidance to teammates by answering inquiries and resolving problems 

Create, maintain, and follow process & procedural documentation 

Create and maintain effective, collaborative working relationships with both internal and external team members and leaders 

Serve as a liaison between AAA Life Insurance Company, New Business and Underwriting, external vendors, Insurance Agents, and Managers 

Provide timely professional, friendly communication to our  customers (agents, applicants, beneficiaries) regarding the status of their insurance cases. Displays exceptional customer service skills while building rapport with members, beneficiaries, other third parties, and sales personnel 

Interacts with a variety of vendors utilized by the company including labs, funeral homes, medical research firms, government agencies, and a variety of other relationships, utilized in the processing of claims.  

Assists with analysis, development and implementation of new and enhanced procedures for processing.  Actively participates in change management.  

Provides input that may lead to simplification of the business model in forms, technology, processes and all day-to-day activities.  

High school education plus equivalent experience / Associate degree or equivalent work experience 

Minimum 4  years of experience working in a life insurance agency or carrier operations 

5 years’ experience in a process-oriented role 

2 years’ experience in Life Insurance industry 

Proven ability to handle multiple assignments with overlapping delivery dates and troubleshoot problems quickly and effectively 

Excellent written and verbal communication skills 

Proficient in all Microsoft Office Suite applications 

Ability to use salesforce.com, FAST AS400, LifeNotes and LifeDesk and other systems/tools