Policy Compliance Specialist

Category
Administration

Description

Job Summary

The Policy Compliance Specialist II is a mid-level customer support position that reviews and investigates Insurance Dept. inquiries or complaints including decisions in: preparing appropriate correspondence; requesting and reviewing agent responses; and providing final position or resolution to the Insurance Dept. By statute, these complaints require timely and thorough communication. Untimely or incorrect responses could subject the company to penalties and/or lawsuits.

Essential Functions

• Consult with NWL Legal Dept. and Marketing Dept. regarding Insurance Dept inquiries or complaint responses
• Make recommendations to management regarding agent actions discovered in Insurance Dept. complaints
• Log in consumer and Insurance Department complaints and maintain detailed complaint file for the Company as required by statute.
• Review complaint history for previous agent complaints
• Open and determine disposition of incoming mail received by POS Vice Presidents
• Mail correspondence and send faxes for Vice Presidents
• Indexes mail and transfers work to the proper Vice President
• Responsible for providing Schedule A information to qualified plans and administrators
• Make qualified plan trustee, address, and administrator changes to mainframe
• Assist agents and policyholders with general policy information
• Order Universal Life projections for International and Domestic agents
• Handle annual IRS and SEP mailings and follow-up research
• Research unidentified checks and deliver to proper department
• Prepare verification letters to auditors for Qualified Plans

Position Requirements

Knowledge, Skills & Abilities

• Strong organizational skills
• Demonstrated skill and ability in dealing with the public
• Knowledge and skill at applying customer service theories and practices
• Strong written and oral communication skills necessary
• Basic Computer skills.10-Key by touch or sight.
• Aware of updates that may change Insurance Dept. requirements.
• In depth knowledge of NWL products, supporting product documents and company policies.
• Knowledge of Insurance Dept. requirements for inquiry or complaint responses, including time limits, penalties, format and other required information that varies by state.

Education & Experience

• High school or GED required, associate's degree preferred
• 2-3 years customer service experience
• Prior insurance industry experience

Licenses & Certifications

• None required
• Completion of LOMA insurance courses I and II required within first year of employment.

Supervision & Leadership

• No Supervision responsibilities

Work Environment

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• Regular and predictable attendance is required. Overtime may be required at peak times.
• The employee is regularly required to use hands to handle or feel. The employee is regularly required to talk or hear.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Statement of Other Duties Proviso:

• The information contained in this job description is not intended to be an all-inclusive list of duties and responsibilities, skills and abilities, or other listed requirements.
• Management may, at its discretion, assign, reassign, or add additional duties and responsibilities to this job at any time.
• The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.

Full-Time/Part-Time
Full-Time

Compensation Range

Position
Policy Compliance Specialist

Exempt/Non-Exempt
Non-Exempt

About the Organization

National Western Life provides high quality insurance products on a global basis to meet the financial security needs of well-defined market segments. We provide professional and friendly service to our policyholders and agents and are responsive to the needs of our employees, shareholders and the community.

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.