Senior Case Analyst

Western & Southern Financial Group•Cincinnati, OH

5d•Onsite

About The Position

The Senior Case Analyst analyzes, researches, interprets, and authorizes nonforfeiture options, premium income, second-level unique contract changes, and New Business applications. The role makes informed decisions and manually calculates fund values for interest-sensitive products. It supports and trains associates at the Processor, Specialist, and Analyst levels, maintains a complete understanding of accounting controls, and provides superior support to clients, agents, district offices, and internal customers. The analyst works with minimal supervision, makes decisions within an established range of authority, escalates issues to the manager when needed, and provides regular updates. Responsibilities vary by assigned area and may include reviewing and approving cases from Underwriting; processing policy changes and transactions; supporting tax compliance; manually calculating policy values; reconciling accounting ledgers; and reviewing legal and authorization documents. Across all areas, the role collaborates with other departments, trains Specialists and Processors, supports manual notifications when systems cannot generate them, and provides customer service for non-automated processing while following company guidelines. The position also performs other assigned duties and complies with company policies and standards. The position works in an office setting. It involves extended periods seated at a desk or in meetings, frequent computer work and repetitive wrist, hand, and finger movements, regular verbal and written communication, and visual review of paper and electronic documents. Extended hours may be required during peak workloads or special projects or events. Travel is not required.

Requirements

High school diploma required.
Experience identifying and resolving problems using independent decision-making and self-initiative.
Demonstrated ability to remain calm and professional in stressful situations.
Demonstrated experience handling customers and providing excellent service.
Proven ability to handle multiple duties and complete tasks accurately and on time.
Working knowledge of at least two systems, such as MDOCS, BACC, PAC, PRIDE, ADMI, ALIS, or JEM, or comparable systems, with the ability to transition between environments.
Advanced knowledge of mathematics and the principles behind monetary transactions.
Advanced knowledge of reconciling and balancing accounting transactions.
Strong analytical skills, including identifying and quantifying problems and providing effective resolutions.
Strong attention to detail and excellent organizational skills.
Excellent verbal and written communication skills, including the ability to convey information clearly and concisely while following punctuation, diction, and style rules.
Examples of working independently and consistently meeting productivity and quality goals.
Working knowledge of word-processing and spreadsheet applications.
Working knowledge of an email system.
Proven success in a Specialist and/or Analyst role or comparable position.
Ability to make repetitive motions of the wrists, hands, and/or fingers.
Ability to remain stationary for long periods while working at a desk, on a computer, with standard office equipment, or in meetings.
Ability to communicate verbally and exchange accurate information with customers and associates regularly.
Visual acuity to read and interpret correspondence, procedures, reports, and forms in paper and electronic formats, inspect work, and determine its accuracy and thoroughness.
Ability to prepare written correspondence, reports, and forms using prescribed formats and appropriate grammar, punctuation, diction, and style.
Ability to apply logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
Ability to work extended hours during peak workloads or special projects or events.

Nice To Haves

Some college work is preferred.

Responsibilities

Analyze, research, interpret, and authorize nonforfeiture options, premium income, second-level unique contract changes, and New Business applications.
Make informed decisions and manually calculate fund values for interest-sensitive products.
Support and train associates at the Processor, Specialist, and Analyst levels to promote accuracy.
Review cases from Underwriting for completeness and accuracy, approve them, and code the appropriate system to issue cases within service and quality guidelines.
Analyze exception processing when precedent has not been established; identify causes and determine appropriate corrective action while maintaining compliance with privacy, legal, SEC, and tax requirements.
Support tax compliance by calculating withholding, updating cost basis, preparing statements, reporting and processing tax transactions, and answering client questions.
Perform refund transactions and manually update policy records, including paid-to dates, premium amounts, and draft information.
Understand and apply alternative disbursement methods, including check by mail, EFT, and wire transfer, and the accounting associated with each.
Calculate policy values using specialized software and actuarial formulas when values are unavailable through the mainframe.
Reconcile and balance daily, weekly, and monthly accounting ledgers affected by the processing team, and resolve accounting discrepancies.
Review complex divorce decrees, guardianship papers, powers of attorney, collateral assignments, trust agreements, and court orders to determine whether they authorize requested disbursements or contract changes.
Collaborate with Insurance Operations, Agency, Actuarial, Technical Support, Auditing, Law, and other areas to understand industry changes and their impact on company functions.
Train Specialists and Processors on Policy Service functions, including policy changes, nonforfeiture options, special-mode premium income, and disbursements.
Analyze situations where the system cannot produce an automated notification, explain constraints to the Technical Consultant, recreate manual notifications, and meet deadlines so clients have time to respond.
Provide superior service and solutions to internal and external customers for non-automated processing while adhering to company guidelines.
Perform other duties as assigned and comply with company policies and standards.