Lost Customer Associate

Everlake•Northbrook, IL

5d•Hybrid

About The Position

The Lost Customer Associate supports Everlake's customer location, outreach, and resolution efforts by helping locate customers, beneficiaries, and payees; facilitating the timely delivery of policy benefits; and reducing the risk of funds being transferred to unclaimed property. The role plays a critical part in ensuring customers receive the benefits and service to which they are entitled while supporting Everlake's commitment to operational excellence and regulatory compliance. The position is responsible for managing customer location referrals, conducting outreach activities, researching and validating customer information, investigating returned mail, uncashed or stale-dated checks, pending claims, and related servicing matters, documenting case activity, and supporting the resolution of customer service inquiries and informal complaints. The successful candidate will support customer outreach, case management, and customer resolution activities while partnering with internal business stakeholders and third-party administrators to ensure the timely resolution of customer location referrals, positive customer outcomes, and adherence to established service, quality, and compliance standards.

Requirements

High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
Relevant insurance, customer service, operations, or financial services coursework is a plus.
Typically 3-7 years of experience in insurance operations, policy administration, customer service, claims, beneficiary services, unclaimed property, financial services operations, or a related field.
Experience researching and resolving customer inquiries, payment issues, beneficiary matters, customer location efforts, or case management activities.
Experience working with insurance products, policy administration systems, servicing operations, or third-party administrators preferred.
Knowledge of insurance servicing processes, beneficiary servicing, policy administration, claims operations, customer support functions, or unclaimed property processes.
Strong investigative, research, analytical, and problem-solving skills, including the ability to locate and validate customer information using multiple systems, databases, and resources.
Strong customer service, communication, and conflict resolution skills, with the ability to interact professionally, empathetically, and effectively with customers, beneficiaries, claimants, third-party administrators, and internal business partners.
Ability to manage a high-volume workload while maintaining accuracy, attention to detail, strong quality standards, and timely service.
Strong organizational skills with the ability to prioritize competing deadlines and multiple assignments.
Experience accurately documenting research, case activity, customer interactions, and resolution efforts.
Proficiency in Microsoft Office and operational processing systems.
Understanding of regulatory, privacy, and compliance requirements applicable to customer servicing, beneficiary outreach, and unclaimed property activities preferred.
Demonstrated initiative, sound judgment, ability to work independently, adapt to changing priorities, and identify opportunities for operational improvement while maintaining a commitment to exceptional customer service and positive customer outcomes.

Responsibilities

Research, identify, and locate customers, beneficiaries, payees, and other parties associated with customer location referrals.
Conduct outbound outreach activities through phone calls, letters, email, and other approved contact methods.
Investigate returned mail, returned or stale-dated checks, pending claims, and other customer location matters to support timely delivery of policy benefits and prevent escheatment.
Process and manage customer location referrals in accordance with established procedures, service standards, and regulatory requirements.
Respond to customer inquiries received through phone, email, written correspondence, and other communication channels, and resolve issues related to customer location activities, payments, beneficiary matters, and related servicing issues.
Maintain accurate documentation of customer outreach, case activity, research, and resolution efforts.
Collaborate with servicing teams, third-party administrators, agents, and other business partners to resolve customer issues and support positive customer outcomes.
Review referrals and perform follow-up activities to facilitate timely resolution and successful customer contact.
Identify and escalate operational risks, compliance concerns, customer issues, and process improvement opportunities.
Participate in audit reviews, compliance activities, and corrective action efforts as needed.
Identify opportunities to improve customer outcomes, operational efficiency, and compliance, and support implementation of approved process enhancements.
Analyze customer location trends, referral activity, and operational issues to support continuous improvement efforts and informed decision-making.
Support operational initiatives, special projects, and implementation activities related to customer location, outreach, and servicing processes.
Support ongoing customer location and outreach initiatives while maintaining high standards of service, quality, and accuracy.