Case Support Specialist - Claims

Case Support Specialist

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.

The Case Support Specialist will be responsible for coordinating the process of individual life insurance and annuity applications or claim files through the process to be ready for decision. This involves working with medical facilities, vendors, funeral homes, agents, new business professionals and underwriters, applicants or beneficiaries, to gather documents and signatures.

Responsibilities

• 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

Qualifications

What We offer :