In-Force Operations Specialist

Navy Mutual•Arlington, VA

About The Position

The In-Force Operations Specialist supports members by managing policy reviews and resolving questions, changes, and issues related to their existing policies. The position processes member disbursements, payments, and in-force product changes, and works closely with Customer Service to respond to member inquiries accurately and promptly. The role also helps maintain operational continuity through cross-training and compliance with established procedures, guidelines, and applicable requirements.

Requirements

Related bachelor’s degree or at least 1–3 years of relevant operations experience.
Excellent written and verbal communication skills.
Strong interpersonal skills and ability to establish and maintain effective working relationships, including the ability to cross-train new team members.
Strong organizational skills and attention to detail.
Sound judgment and strong initiative, with the 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 payments exceeding stipulated amounts 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 standard operating procedures, Association guidelines, and required timeframes.
Participate in cross-training to support continuity and coverage of operational functions.
Respond to member inquiries about existing Navy Mutual policies by phone, email, regular mail, or in person in a timely and courteous manner.
Document customer interactions and written customer feedback in the customer relationship management system.
Maintain knowledge of Navy Mutual products, services, and software programs used by the Member Services team.
Comply with pertinent laws and regulations, bylaws, Board and President & CEO policies, and instructions from the Vice President of Member Services.
Prepare for and ensure timely receipt of premium payments through checks, lockbox, credit cards, check-free, online, and other channels.
Process member payments, including premiums 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.
Perform daily reconciliation and confirm and complete Annuity distributions.
Reconcile and process annual term dividend refunds through the Policy Administration System.
Work with the accounting team on uncashed checks and unclaimed property payments.
Perform other duties as assigned.