Why join?

Join us in revolutionizing an entire industry's customer engagement. We prioritize human connection through technology. If you're driven by purpose and want to make a meaningful impact on people's lives, this is the place for you. Our team challenges norms with the support of a trusted American brand.

• Purpose: A leading professional services firm found that AAA Life associates demonstrate some of the highest levels of commitment, empathy, and dedication when compared to top U.S. companies in a benchmark analysis.
• Growth: We have the privilege to offer our products to tens of millions of Americans that make up the AAA member base
• Focus is on “working families”, “everyday Americans”, “ordinary citizens”, “mainstream population” “average income households”, providing life insurance products that truly impact people's lives (more information will be provided in the interview).
• Team (Culture): USA Today named us a 2024 top US workplace

Who are we looking for?

The Claims Support Analyst will conduct audits of claim files, respond to customer inquiries, and service related issues and provide first line support on escalated claims. Assist with workflow management and aid in the process of developing training and documentation. Supports the goals of the Claims Department by managing the workloads and scheduling for the Claims Department. Works with the Claims Manager, Associate Manager, and Senior Support Analyst to ensure the Quality Program is successful. Aids in the process of developing training and documentation for the department. Acts as a mentor to less tenured claims associates. Provides technical expertise and acts as a representative of the company regarding review, analysis, investigation, and settlement of all products sold by AAA Life Insurance Company.

How will you contribute?

• • Performs quality audit of claim files (paid, pended, and denied by staff) to ensure adherence to process, procedures, and regulatory compliance within scope of authority.
  • Working with our AAA clubs to administer benefits for new memberships.
  • Preforms Quality reviews of phone call, payments, letters, service recovery tickets, etc.
  • Assist with training and the development of training.
  • Prepares responses involving complex matters on customer inquiries Responses are oral and written for various audiences (Department of Insurance, Customers, Attorney’s, etc).
  • Acts as a mentor on claim matters to aid in the development and training of existing staff, to improve quality, judgment skills, decision making abilities, and productivity based on audit results.
  • Ensure training needs for the department are fulfilled and documentation exists for all processes. May audit telephone calls and claim files to assist with quality program and ongoing development of staff.
  • Identifies improvements to correspondence, claim analysis and adjudication process based on philosophies and procedures. Collaborate with Claims Manager and Business partners as necessary when pursuing resolution of areas needing improvement.
  • Identifies system enhancement needs to reduce manual processing.
  • Assists with the design, creation and delivery of training materials in a variety of media or instructional delivery methodologies. Special emphasis should be given to regulatory guidelines.
  • Approves claim payments and denials within scope of authority.
  • Primary contact for vendors of claims department.
  • Participates on project teams and works effectively with departments involved.

What do you offer?

• Bachelor’s degree preferred or equivalent experience
• Audit and quality experience within insurance
• Strong attention to detail
• Experience in leading continuous improvement efforts and automation
• Life insurance experience preferred

What do we offer?

• Enjoy a hybrid work environment that promotes work-life balance.
• Comprehensive medical, dental, and vision coverage starting from your first day.
• Employer 401k match and employer contribution to a pension plan.
• Generous PTO and paid parental leave to support your family needs.
• Opportunities for associate engagement in various social programs and community involvement initiatives backed by the company.

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