Service Administration Specialist I Job
CUNA Mutual Group - Waverly, IA

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MML20130304-84299Work Location: Madison, WI

We are seeking an uncommon professional to join our team as a Service Administration Specialist I

Job Purpose:

This position serves as a technical expert on products and systems, trainer, and provides documentation for assigned business area products. Is also a resource/expert regarding taxation on all lines of business, complex communications, and manual value calculations, performs research and audits various functions.

Job Responsibilities:

1. Processing and communications: Process complex policy transactions for all lines of business which require manipulation of applicable administration systems, manual value calculations, balancing, trial and error processing. Communicate by phone/letter with member and/or field rep regarding complex policy issues/questions/consequences and assist team members in interpreting policy requests; validate the intent of the requests with field rep/member; explain consequences. Respond to calls from field reps and members asking what can be done, what is best for the member, impact/meaning of Guideline Single Premium, seven-pay guideline, product specs, what is the status of their request, why a certain requirement/form is needed, etc. Make decisions regarding exceptions/ variations, such as backdating, exceptions to the paid-to-date, waiving premium, what can/can’t be done, etc. When errors are identified explain the error to the processor and coach on how to correct the situation. This position works with Claims and Underwriting to understand the impact of these exceptions.

2. Tax and UL resource: Explain the tax consequences of service transactions; process accounting to report or reverse system reported gains; take calls from other departments when the call requires more detailed information or involves a tax concern/complaint; prepare communications to members on 1099 issues, errors, corrections, explanations. Process specialized UL status regarding modified endowment or guideline single premium and related calls and letters; serve as resource for all service areas on UL policies.

3. Research and product resource : Serve as a resource on products, product features, product values; conduct research on files which involve in-depth study and analyzing; coordinate, plan and perform special projects requiring product and system knowledge; serve as the product resource for Service Administration, Call Center, B&C, Compliance, and Claims; communicate with members and field reps by phone or letter regarding complex product, tax or process questions/ explanations when it requires additional expertise. Perform specialized manual cash value/loan/dividend calculations in the future and past. Make decisions on appropriate service recovery needed in some situations.

4. Training: Based on product, system and process knowledge, serve as a service trainer/resource in area of expertise. Prepare training materials when appropriate, coordinate with service trainers, and present training in an effective method in both group and one-on-one settings. Serve as a resource for complex issues.

The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of duties and indeed additional responsibilities may be assigned, as required, by management.

Additional Responsibilities:

Resource and Val
- Quality Audits: Involved in checking for quality processing and valid requests. If errors occur explain the error to the processor and coach on how to correct the situation, which may involve system transactions and/or communications with the policy owner.
- PSS Documentation: Act as a resource for the department to support the documentation and information being provided to those managing the Performance Support System for Service Administration.
- Monitoring Various System Reports: Monitor, review and determine any issues that arise or changes that are needed with reports generated for the department.
- Projects: Participate in corporate, divisional and department projects and divisional and departmental initiatives involving system enhancements, changes and updates where knowledge of systems and system-related procedures is needed, sometimes participating in a leadership role. Coordinate cleanup projects resulting from system errors or system-related processing errors.
- System Resource: Serve as a resource for frontline service staff on system-related errors, system messages, and system-related procedures. Understand system-related Service Administration procedures in order to assist staff in problem solving and processing unique or complex files, to represent the service departments with TTST/IT, and to clarify and communicate system changes/problems.

T.O.P. (Tax-Ownersh
- Ownership/Title Assignments: Service as a company resource for Ownership changes, POA’s, Levies and Conservatorships. Review, evaluate, and process requests according to corporate, legal and service guidelines. Validate or decline assignments, arrangements and options as appropriate. Identify Tax consequences of an ownership transaction. Collaborate with Legal and Payroll regarding tax levies.
- CU Executive Benefits: Act as a resource to support our Credit Union Executive Benefit program, which includes deferred compensation arrangements, salary deferral programs, financial planning and more.
- Tax Functions: Provide back up support for other Tax Functions.
- Monitoring Various System Reports: Monitor, review and determine any issues that arise or changes that are needed with reports generated for the department.

Benefit Pro
- Death Verification/Locate Bene: Conduct extensive research on files indicating insured/annuitant is deceased by Third Party Vendor to locate and verify living status. Perform in-depth study and analysis and make sound decisions based on research. Locate all beneficiary(s) and contact information for claim registration. Perform outbound calling to insured, beneficiaries, relatives, neighbors, and financial institutions on sensitive matter to complete file accurately and thoroughly. Document detailed steps in support of results for auditing purposes. Serve as a resource on Unclaimed Property processes and State regulations.
- Missing Life: Serve as a resource onMissingLifeStateregulations. Monitor, review, and research State(s) missing life requests and reports results via written communication to State(s) and Claims. Adhere to compliance regarding each State’s deadline, product inclusions, contact guidelines, and reporting requirements. Coordinate missing life research and reporting across product lines and business areas. Locate all beneficiary(s) and current contact information, documenting and submitting claim notification for registration.
- Beneficiary Changes/Designations: Serve as a SME and resource for COps on beneficiary requirements, changes, and designations. Interpret and identify problems or situations that may arise due to named designation and communicate the ramifications to members, representatives, and other interested parties. Review, evaluate, and approve beneficiary requests according to corporate, legal and service guidelines and document information to expedite Claim’s process.

Policy Changes & Correspondence Sub-Team: As indicated in the responsibilities above.

Calculation & Reprojections Sub-Team: As indicated in the responsibilities above.

Job Requirements:

1. Bachelors Degree or equivalent work experience in related field.
2. Expert knowledge of systems used the in the process: Life 70, LPRO, ADDM, RPS, WASP, Income Quote, TRAC systems.
3. Experience using Microsoft Office Tools (Word, Excel and Outlook) and Performance Support Systems (PSS).
4. In-Depth knowledge of Life/Health and Annuity products and their provisions.
5. Expert understanding of taxation of life insurance/annuities; dividends, settlement options, and accounting
6. Demonstrates strong analytical skills to research and resolves issues, as well as identify opportunities for improvement.
7. Strong problem solving ability to process complex changes, calculations and research.
8. Strong organizational skills to handle multiple tasks.
9. Minimum two years experience making decisions regarding service recovery, processing exceptions, system error corrections, etc.
10. Well developed communication skills for responding to detailed questions and problems by phone or written correspondence.
11. Strong focus on customer service with the ability to maintain a positive attitude and high degree of professionalism through challenging customer interaction.
12. Solid understanding of business processes within Consumer Operations.
13. Knowledge of product distribution systems, field and credit union structures.
14. Leadership abilities in managing special projects, serving as a resource and communicating with other teams.

CUNA Mutual Group’s insurance, retirement and investment products provide financial security and protection to credit unions and their members worldwide. As a dynamic and growing company, we strive to create a culture of performance, high standards and defined values.

Along with an excellent benefits package, our staff is engaged, rewarded for performance, and encouraged to grow professionally and personally. Our future is driven by our people, and our people are driven to deliver value through innovation, involvement and determination. If you want to be recognized for your results and empowered to reach your potential, we urge you to apply.

In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded.

Experience Level: 1-3 years
Area of Interest(s): Claims, Customer Operations
Type of Job: Full Time
Job ID: MML20130304-84299

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