Senior Case Analyst

About the position

Analyzes, researches, interprets and authorizes nonforfeiture options, premium income, second-level unique contract changes and New Business applications. Responsible for making informed decisions and manually calculating fund values for interest-sensitive products. Fosters and supports associates at the Processor, Specialist and Analyst levels to ensure accuracy and provide training when necessary. Must possess a complete understanding of accounting controls. Provides superior-level support to clients, agents, district offices and internal customers. Works with minimal supervision and is empowered to make an established range of decisions, escalating issues to the manager when necessary and providing updates on a regular basis.

Responsibilities

• Analyzes and approves cases from Underwriter, reviews for completeness and accuracy.
• Codes appropriate system to issue the case within established time service and quality guidelines.
• Analyzes and makes decisions on exception processing where precedent has not yet been established.
• Identifies the cause of the exception, and determines the appropriate course of action needed to correct the master record.
• Supports tax compliance by calculating withholding, updating cost basis, preparing statements, reporting and processing tax transactions, and answering client questions.
• Performs all refund transactions and manually updates policy records to reflect accurate information.
• Manually calculates policy values through specialized software programs and actuarial formulas.
• Reconciles and balances daily, weekly and monthly accounting ledgers directly impacted by processing team.
• Reviews and approves complex divorce decrees, guardianship papers and power of attorneys.
• Collaborates with multiple areas to understand changes in the industry and the impact on our functions.
• Conducts training with Specialist and Processor to ensure accuracy.
• Analyzes situations where the system will not produce an automated notification.
• Provides superior customer service to internal and external customers.

Requirements

• High School Diploma
• Some college work (Preferred)
• Experience identifying and resolving problems where independent decision-making and self-initiative were demonstrated.
• Demonstrated experience maintaining a calm and professional demeanor when handling stressful situations.
• Demonstrated experience effectively handling customers and providing excellent service.
• Proven experience handling multiple duties and completing tasks accurately and on a timely basis.
• Working knowledge of a minimum of two systems to include but not limited to MDOCS, BACC, PAC, PRIDE, ADMI, ALIS or JEM or comparable systems.
• Advanced knowledge of mathematics and principles behind monetary transactions.
• Advanced knowledge of reconciling and balancing accounting transactions.
• Proven strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions.
• Strong attention to detail with excellent organizational skills.
• Excellent verbal and written communication skills.
• Proven success in a Specialist and/or Analyst role and/or comparable position.