Job description
Job Purpose:
Under the general direction of the Claims & Lending Operations Support Team provide an unparalleled experience to our external customers and internal business partners regarding credit insurance and debt protection products as relates to premium processing, coverage eligibility and premium analysis. Provide guidance and training to credit unions to properly administer their credit insurance programs. Prioritize, assign and/or resolve complex premium processing and coverage issues. Ensure quality and reliability service standards are met in all aspects of the job and provide input to management with regards to improving functional operations and procedures.
Under the general direction of the Claims & Lending Operations Support Team provide an unparalleled experience to our external customers and internal business partners regarding credit insurance and debt protection products as relates to premium processing, coverage eligibility and premium analysis. Provide guidance and training to credit unions to properly administer their credit insurance programs. Prioritize, assign and/or resolve complex premium processing and coverage issues. Ensure quality and reliability service standards are met in all aspects of the job and provide input to management with regards to improving functional operations and procedures.
Job Responsibilities:
In addition to the details listed, all job responsibilities outlined include an and authority to make decisions where exceptions will be allowed.
In addition to the details listed, all job responsibilities outlined include an and authority to make decisions where exceptions will be allowed.
- Premium Analysis (40%)
- Review member and credit union customer requests for adjustment of premium.
- Utilizing knowledge of customer policy language, make determination of appropriate action.
- Tasks require a deep understanding of potential impacts.
- Authority to make decisions on exceptions outside of standard process.
- Requires knowledge of state specific guidelines.
- Scrutinize loan documents for the detection of fraudulent and/or misrepresented information
- Resolve difficult situations for which there is no previous precedent.
- Identification of remediation issue that requires additional review.
- Understand loan amortization schedule and calculate a loan amortization schedule with or without coverage accurately.
- Includes the following premium processing tasks:
- Refunds – ‘first look’ (member trial period)
- Refunds – accommodations requested by credit union or member customer or Sales
- Refunds – credit union error in product issuance
- Back premium collection – claim processing (either standard protocol or as an exception)
- Back premium collection – credit union error on collecting appropriate premiums
- Stop Premium processing for ‘life’ claims
- Premium Adjustment processing
- Coverage Eligibility Determination (35%)
- Review inquiries from business partners and customers to determine member’s qualification for coverage at time of loss.
- Authority to deny eligibility and communicate to Claims organization to prevent unearned benefit payments.
- Utilizing knowledge of customer policy language, make determination of eligibility.
- Authority to make coverage decisions on exceptions outside of standard process.
- Requires knowledge and understanding of data processor set up as well as back-end premium processing application.
- Requires knowledge of state specific guidelines.
- Resolve difficult situations for which there is no previous precedent.
- Communicate all findings to Claims, credit unions, Sales and other business partners.
- Scrutinize loan documents for the detection of fraudulent and/or misrepresented information.
- Identification of remediation issue that requires additional review.
- Review inquiries from business partners and customers to determine member’s qualification for coverage at time of loss.
- Credit Union Education (15%)
- Provide education to credit union customers as we become aware of gaps in their internal processes.
- Instruct credit union and field staff on the use of credit union lending forms and advise of changes that may be necessary to be more efficient during their lending process.
- Present tools to demonstrate the value of credit insurance.
- Manners in which we become engaged in customer education include scenarios such as but are not limited to:
- Referral from Claims organization – need for education was discovered during claim processing
- Referral from other business partners – need for education was discovered during audit of credit union processes.
- Identification of customer utilizing incorrect forms or following improper procedures at issuance of loan and product.
- General (10%)
- Attend weekly Claims roundtable meetings as a Premium Services representative SME to review and provide expertise as needed on complex claim scenarios.
- Collaborate with various business areas to coordinate new and/or existing programs with Credit Insurance Claims or order to assure verification of coverage and premiums received as it pertains to claims.
- Develop and/or revise letters pertaining to specific situations regarding premium, coverage denials, collection of back premium, bankruptcy, charge off loans and credit union procedural errors.
- Approach all work and problem solving with a process-improvement mindset and openness to searching for the most efficient way to perform your work as well as increasing efficiency for our customers.
- Participate in special projects under the general direction of management.
The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.
Job Requirements:
- Associate degree in business administration or insurance or finance or equivalent trade-off in processional related work experience.
- 4 years work experience in an office setting involving business communications, problem solving, contract knowledge and procedure development and implementation. Minimum two of the four years work experience to include an in-depth level of Credit Insurance product and coverage expertise.
- Demonstrate ability to utilize PC operations to include Windows. Knowledge of Image, Word, Access and Excel.
- Intermediate math skills required.
- Demonstrate verbal and written communication skills.
- Able to work in a team environment.
Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.
Base Salary Range:
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. 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.
Please provide your Work Experience and Education or attach a copy of your resume. Applications received without this information may be removed from consideration.
Accommodation Request
At CUNA Mutual Group we believe in fostering an inclusive environment where everyone can bring their best self and thrive. If application or interview process accommodations are needed please notify us at
talentacquisition@cunamutual.com
.
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