Case Support Specialist - Claims

AAA Life Insurance Company•Livonia, MI

6d•Hybrid

About The Position

AAA Life is a respected and trusted American brand that has been focusing on Life Insurance and Annuity Products since 1969. At AAA Life we have over 1.8 million policies where we take pride in earning the trust of our policyholders who understand our promise to be there for them – and their families – when we’re needed most. By joining the AAA Life team, you are joining a company that genuinely cares about helping each other, with a devotion to protect the lives of those around us. We embrace a diverse, equitable, inclusive culture where all associates can feel a sense of belonging and use their unique talents and perspective to influence, innovate, motivate, and thrive. AAA Life is seeking a Case Support Specialist who will be responsible for coordinating the process of individual life insurance and annuity applications or claim files through the process to be ready for decision. The case support specialist will work with medical facilities, vendors, funeral homes, agents, new business professionals and underwriters, applicants or beneficiaries, to gather documents, signatures and other items including but not limited to: attending physician statements, special authorizations, exam and laboratory results, amendments, health statements or questionnaires, death certificates, claimant statements, divorce decrees, obituaries.

Requirements

High school education plus equivalent experience / Associate degree or equivalent work experience
Minimum 4 years of experience working in a life insurance agency or carrier operations
5 years’ experience in a process-oriented role
2 years’ experience in Life Insurance industry
Proven ability to handle multiple assignments with overlapping delivery dates and troubleshoot problems quickly and effectively
Excellent written and verbal communication skills
Proficient in all Microsoft Office Suite applications
Ability to use salesforce.com, FAST AS400, LifeNotes and LifeDesk and other systems/tools
While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, talk, hear and concentrate. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.
This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodation will be made for otherwise qualified applicants as needed to enable them to fulfill these requirements.
We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Responsibilities

Contact members and vendors via telephone and/or email as initiated by the business units to obtain the information needed, such as documents, signatures, and health or financial information in order to prepare the case for a decision
Use various computer systems such as FAST, LifeNotes, LifeDesk and AS400 to retrieve information and update case files
Act as a point of contact for issues and escalations to help find resolution, provides guidance to teammates by answering inquiries and resolving problems
Create, maintain, and follow process & procedural documentation
Create and maintain effective, collaborative working relationships with both internal and external team members and leaders
Serve as a liaison between AAA Life Insurance Company, New Business and Underwriting, external vendors, Insurance Agents, and Managers
Provide timely professional, friendly communication to our customers (agents, applicants, beneficiaries) regarding the status of their insurance cases. Displays exceptional customer service skills while building rapport with members, beneficiaries, other third parties, and sales personnel
Interacts with a variety of vendors utilized by the company including labs, funeral homes, medical research firms, government agencies, and a variety of other relationships, utilized in the processing of claims.
Assists with analysis, development and implementation of new and enhanced procedures for processing. Actively participates in change management.
Provides input that may lead to simplification of the business model in forms, technology, processes and all day-to-day activities.