What are the responsibilities and job description for the Office Administrator position at Citizens Inc?
Job Description:
The Home Service District Office Administrator will be responsible for providing excellent customer service to Security Plan Life Insurance Company’s internal and external customers. This position is responsible for payment processing, filing, answering phones, updating documents, tracking daily District activity, and completing various office related duties. This position will also have access to sensitive customer information and the employee should be aware of the customers’ privacy rights. This job is performed in the Security Plan Life Insurance Company District Office locations. The Home Service District Office Administrator reports directly to the Regional Office Administrator.
Essential Job Duties:
- Process all office and mail payments (including credit card payments) that are collected at the District office. This includes recording the collection, balancing the funds, marking receipts, making deposits, and keying the collections into the DC90 collection system.
- Input the District Agent deposits into the DC90 collection system. The turn-in must be reviewed for completeness and accuracy.
- Answer the phones with the standard company greeting and check and maintain both the individual and District email accounts throughout the workday.
- Greet all walk-in customers and provide excellent customer service to both internal and external customers.
- Process all NSF checks that are received in the District office. This includes keying the NSFs into the DC90 collection system and providing copies of the checks to the District Manager and Field Audit staff.
- Manage both the incoming and outgoing District mail. This also includes printing labels when needed. Track agent postage as part of the District mail pay process.
- Track the District supply inventory and place supply orders when needed.
- Perform all duties associated with the daily Remote Deposit check scanning process.
- Update various daily tracking documents including, but not limited to, the District cash monitoring report, daily activity report balancing, outstanding check tracking, and the District production tracking report.
- Scan and submit life and fire applications to the New Business department daily.
- Scan and submit service request forms to the Solutions Center department daily.
- Maintain a daily log of all documents that are scanned to the Austin office.
- Check all new policy applications and verify that all are complete and correct (i.e. birthday, signatures, etc.)
- Create and submit money move request forms to the Field Audit department.
- Scan and submit claim information to the Claims department daily.
- Research and review images from the DC83 system as needed in order to provide policy information when appropriate.
- Organize and file records in accordance with the company’s record retention policy
- Perform other duties and complete projects as assigned by the Regional Office Administrator. This could include, but not limited to, contacting policyholders on the potential lapse sheets to request payments, updating office pay client records, etc.
Minimum Qualifications:
- High school diploma or GED.
- Two to three years’ experience providing customer service.
- One to two years’ experience handling money and accurately making change for customers.
- Employee must possess dependable transportation with valid driver’s license and liability insurance.
Knowledge, Skills, and Abilities:
- Knowledge of Microsoft Word, Outlook and Excel.
- Excellent communication skills both verbally and in writing.
- Ability to handle volume with precision.
- Display a welcoming and positive attitude.
- Ability to learn the proper functions of the IBM system.
- Proven analytical, evaluative, and problem-solving abilities.
- Ability to effectively prioritize and execute tasks.
- Experience working in a team-oriented, collaborative environment.
- Possess excellent telephone etiquette including the ability to answer the phone in a consistent, professional manner.
- Ability to multi-task and meet assigned deadlines.
- Remain professional at all times when dealing with customers and co-workers.
Miscellaneous Requirements:
This job requires occasional travel and work on evenings and weekends. The position also requires the employee to clock in and out of our Oracle time tracking system.
Work Environment
The work environment is primarily indoors with heating and cooling regulated in a general office environment. The noise level in the work environment is generally low.
Physical Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Ability to reach high and low; open, close and retrieve files from file cabinets as well as operate computer keyboard and appropriate office equipment. The position requires the ability to frequently stand, walk, sit for long periods of time, lift up to 20 lbs., open filing cabinets and bend or stand on a stool as necessary.
