Senior Case Analyst

Western & Southern Financial Group•Cincinnati, OH

6d•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 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 position works with minimal supervision, makes decisions within an established range of authority, escalates issues to the manager when necessary, and provides regular updates. Duties vary by assigned area and may include analyzing and approving cases from Underwriting; processing applications and exceptions; supporting tax compliance; processing refunds and policy updates; calculating policy values; reconciling accounting ledgers; and reviewing legal documents authorizing disbursements or contract changes. Across assigned areas, the role collaborates with other functions, trains Specialists and Processors, supports manual notifications, and provides solutions for non-automated processing in accordance with Company guidelines. The employee performs other duties as assigned and complies with all policies and standards. The position works in an office setting, typically stationary for long periods while working at a desk, using a computer or other standard office equipment, or attending meetings. It involves frequent communication, reading and interpreting paper and electronic documents, preparing written correspondence, applying logical problem-solving, and continuous computer work involving substantial wrist, hand, and finger movement. Extended hours may be required during peak workloads or special projects/events. Travel is not required.

Requirements

High School Diploma required.
Experience identifying and resolving problems using independent decision-making and self-initiative.
Experience maintaining a calm and professional demeanor in stressful situations.
Experience handling customers effectively and providing excellent service.
Experience handling multiple duties and completing 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, and 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 experience 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 and present information clearly and concisely to internal and external customers while following rules of punctuation, diction, and style.
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 verbally communicate and exchange accurate information with customers and associates regularly.
Visual acuity to read and interpret correspondence, procedures, reports, and forms, inspect work for small defects or parts, operate or inspect machinery, and use measurement devices continuously.
Ability to prepare written correspondence, reports, and forms in prescribed formats and in accordance with rules of punctuation, grammar, diction, and style.
Ability to apply logical thinking to define problems, collect data, establish facts, and draw valid conclusions.

Nice To Haves

Some college work 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.
Depending on assigned area, analyze and approve cases from Underwriting, review for completeness and accuracy, and code systems to issue cases within service and quality guidelines.
Analyze and decide exception-processing cases where precedent has not been established, ensuring compliance with privacy, legal, SEC, and tax guidelines; identify causes and determine corrective action for master records.
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 client disbursement alternatives, including check by mail, EFT, and wire transfer, and the associated accounting.
Use specialized software and actuarial formulas to calculate policy values not available through the mainframe, including past, present, and future values.
Reconcile and balance daily, weekly, and monthly accounting ledgers affected by the processing team.
Resolve accounting discrepancies involving NSF backups, premium changes, supplemented premiums with dividends, loans, partial surrenders, and credit card payments.
Review complex divorce decrees, guardianship papers, powers of attorney, collateral assignments, trust agreements, and court orders to determine whether they authorize disbursements or policy contract changes.
Collaborate with Insurance Operations, Agency, Actuarial, Technical Support, Auditing, Law, and other areas to understand industry changes and their operational impact.
Train Specialists and Processors on Policy Service functions, including policy changes, nonforfeiture options, special mode premium income, and disbursements.
Analyze situations in which the system does not produce an automated notification and explain system constraints to the Technical Consultant.
Recreate manual notifications and meet deadlines so clients have ample time to respond.
Provide superior service and solutions to internal and external customers for non-automated processing while following Company guidelines.
Perform other duties as assigned and comply with all policies and standards.