Policy Compliance Specialist I

Job Summary

The Policy Compliance Specialist I 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 Job 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
  
  

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 And Experience

• High school or GED required, associate degree preferred
• 2-3 years customer service experience
• Prior insurance industry experience
• Completion of LOMA insurance courses preferred
  
  

Supervision & Leadership

• No Supervision responsibilities
  
  

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