Senior Claims Examiner

Fidelity & Guaranty Life Insurance Company•Des Moines, IA

7d•Hybrid

About The Position

This position interacts routinely with the Actuarial department, Legal department, service personnel at third party administrators, outside vendors, and claimants. This individual is responsible for handling inbound claims phones calls. This position has no supervisory responsibilities.

Requirements

College degree or equivalent experience preferred
2+ years of insurance experience in customer service or claims
LOMA and/or ICA coursework preferred
Understands how the functional units interact with each other; recognizes business changes within coverage area and the impact
Demonstrates ability to build new skills and adapt to new ways of thinking
Builds knowledge of customers through collaboration and communication
Develops and maintains goal-oriented, collaborative and productive, team-driven relationships
Reads verbal, non-verbal and written cues; effectively adjusts communication style to suit the needs of different audiences and situations
Promotes new ideas and ways of working; suggests new techniques, methods and practices
Demonstrates proficiency in digital techniques, methods, and tools used at F&G
Develops and sustains effective working relationships with a wide range of stakeholders, including team members, virtually and in-person
Logically organizes information to identify connection and form a multidimensional view
Seeks challenging assignments and projects
Understands and demonstrates commitment to the departmental vision, strategy, change initiatives and goals
Demonstrates awareness of workload and shares updates on availability with manager
Monitors, measures and assesses processes to determine areas of improvement; identifies and eliminates operational waste
Understand data and communicates the meaning to managers and executives
Owns responsibility for timely production of deliverables
Understands expectations for interaction with vendors for their functional area
Assists in deliverable management and coaches junior team members on quality solution delivery
Proactively seeks to continue development of knowledge of the regulatory environment and able to share this information with team members

Nice To Haves

LOMA and/or ICA coursework preferred
College degree or equivalent experience preferred

Responsibilities

Process incontestable life and annuity claims for payment or denial
Process non-financial tasks associated with contestable life claims
Process payment and denial of claims
Communicate professionally with claimants, agents, attorneys, vendors, customer service representatives, investigators, law enforcement officials, and medical providers to ensure the prompt handling of claims, to keep interested parties apprised of the status of claim investigations, and to explain claim decisions
Maintain claim registers for accurate financial reporting of pending, paid, and denied claims.
Assists in generating department metrics and reports
Provide SME to peers including but not limited to handling escalated calls or providing inbound call center training and/or quality monitoring
May update procedures, training materials, perform quality audits, or create complex correspondence related to claims
Maintain complete and accurate documentation of claim files
Perform other functions, duties and projects as assigned
Regular and punctual attendance