Job Description

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Basic Function

• This role is primarily responsible for processing transactions into the system as per the communication received from customers.
• This role is also responsible for new business implementation and policy maintenance
• Associates in this role must be able to operate across various systems and product workflows with limited oversight or supervision of core accountabilities. The services consist of support services for Group Insurance policyholders and are summarized below.

• Reviewing documents to determine type of request(s) and process them as per set guidelines
• Process Transactions received through faxes, web submissions, mail, Contact Center requests, etc.
• Verifying the sender, process transactions in admin systems and send confirmation letter to the policy owner. These communications could be through email or letters using predefined templates
• Redirect documents to appropriate operational area as needed
• Contribute to individual quality and productivity goals by meeting processing targets focused on turnaround time expectations
• Promote a positive customer service mindset to surpass the expectations of customers through continuous improvement
• Identify and capitalize on best practices to ensure consistency and optimal performance in a team based environment
• Active participation in ongoing development of self
• Continue to build additional knowledge and understanding of the client's business
• Perform other duties as needed

• Productivity
• Quality
• Turn Around Time of work assigned
• Attendance & Schedule Adherence