In-Force Operations Specialist

Navy Mutual Aid Association•Arlington, VA

1d•$25 - $37

About The Position

The In-Force Operations Specialist serves Navy Mutual members by managing policy reviews and resolving questions, issues, and requested policy changes. The role processes and oversees disbursements by check, wire, and funds transfer, including premium refunds, loan terminations, and withdrawals, and verifies ABA routing and bank account numbers for transfers. The specialist also ensures invoices and other financial documents are processed appropriately. Working with Customer Service, the specialist responds to member inquiries promptly and courteously through phone, email, regular mail, or in person, and documents interactions in the customer relationship management system. The position processes and reconciles member payments and policy transactions, supports annuity distributions and member statements, troubleshoots policy administration operations, and follows established procedures, Association guidelines, and applicable requirements. The role reports to the Manager, Inforce - Payment Services and has no direct reports.

Requirements

A related bachelor's degree or at least 1–3 years of relevant operations experience.
Excellent written and verbal communication skills and interpersonal skills.
Ability to establish and maintain effective working relationships, including the ability to cross-train new team members.
Strong organizational skills, attention to detail, and sound judgment.
Strong initiative and ability to work independently to solve problems.
Ability to work well in a team environment.
Advanced knowledge of Microsoft Office.

Nice To Haves

Life insurance experience.
Insurance certifications such as FLMI, CLU, ACS, or PCS.
Detailed knowledge of Navy Mutual’s in-force operations and products.

Responsibilities

Review check failures and amounts exceeding stipulated limits that require multiple signatures.
Troubleshoot operational issues in the policy administration in-force system.
Coordinate and process COLA increase notices to members for settlement options.
Handle and review payment failures involving EFT, checks, and credit cards.
Maintain knowledge of policy administration system processing.
Process member in-force product changes according to established SOPs, Association guidelines, and timeframes.
Cross-train in the listed duties and responsibilities to support operational continuity and coverage.
Respond promptly and courteously to member inquiries about existing Navy Mutual policies by phone, email, regular mail, or in person.
Document customer interactions and written customer feedback in the customer relationship management system.
Maintain knowledge of Navy Mutual products and services and the software used by the Member Services team.
Comply with pertinent laws and regulations, bylaws, Board and CEO policies, and instructions from the Vice President of Member Services.
Prepare and ensure timely receipt of premium payments from checks, lockbox, credit cards, check-free, online, and other listed channels.
Process member premium and loan payments and post them to policy administration systems.
Reconcile and clear suspense accounts in a timely manner.
Assist with generating Perm Plus and Annuity plan member statements.
Oversee daily reconciliation and confirm and complete annuity distributions.
Reconcile and process annual term dividend refunds through the Policy Admin System.
Work with the accounting team on uncashed checks and unclaimed property payments.
Perform other duties as assigned.