Operations Claims Associate at Pacific Life

Omaha, Nebraska, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

InsuranceIndustries

Requirements

Completes training and masters Foundational Life and Annuity death and living claims functions (as defined per department learning progression)
Demonstrates a strong technical understanding of process, purpose of steps, and impact to client once cross-trained
Consistently meets established benchmarks for processing handling times, utilization, accuracy, and service quality
Minimizes “Escapes” within acceptable thresholds, works oldest items in queue first, and accurately records non-queue processing time
Adheres to regulatory requirements as defined in current processes
Ability to navigate to and use appropriate procedural resources
Prepares before making contact with customers and follows guidelines for clear and professional verbal and written communication
Handles client interactions efficiently while communicating with empathy around sensitive topics

Responsibilities

Reviews in-queue and out-of-queue client requests against contract/policy information and department procedures to determine good order and necessary steps for resolution
Accurately inputs transaction details into administration systems and completes final review prior to initiating pay
Takes all appropriate action to ensure a superior service experience
Accurately and clearly notes outstanding requirements, including action to be taken and relevant details of any interaction with client
Reports all discovered errors to minimize impact to client and help leaders identify uptraining opportunities
Advises Supervisor of scenarios where documentation may need updating to best support team and/or customer
Follows guidelines to appropriately hand off complex or escalated cases to senior team members, ensuring a smooth transition for the customer
Monitors and answers calls and emails as assigned; forwards inquiries for advanced topics to appropriate senior team members immediately
Follows Operations Call Guidelines during each call, creating a positive service experience for both internal and external callers; researches issues and provides status on inquiries before department service level expectations
Effectively drafts emails for outstanding requirements and query responses, ensuring they follow protocols, are clear, and accurate
Reviews, processes, and pays contestable and non-contestable death and living claims on annuity contracts and life insurance policies

Skills

Claims Processing

Claims Review

Death Claims

Living Claims

Life Insurance Policies

Annuity Contracts

Policy Administration

Administrative Systems

Transaction Input

Pacific Life

About Pacific Life

Newport Beach, CaliforniaHeadquarters

1868Year Founded

$189.4MTotal Funding

N/ACompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health Insurance

Paid Vacation

Paid Parental Leave

Adoption Assistance

401(k) Retirement Plan

401(k) Company Match

Risks

Increased competition in annuities market from companies like Prudential and MetLife.

Potential financial exposure from significant real estate investments.

Integration challenges with Selerix could affect customer satisfaction.

Differentiation

Pacific Life partners with T. Rowe Price for innovative Lifetime Income solutions.

Recognized as a top community-minded company, enhancing brand reputation and trust.

Real-time integration with Selerix improves benefits administration accuracy and efficiency.

Upsides

Lifetime Income solution attracts clients seeking secure retirement options.

Enhanced annuity products offer flexibility and growth, increasing product attractiveness.

Strong real estate financing position opens more sector opportunities.

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