Senior Policy Operations Representative

• As a Senior Policy Operations Representative you will handle agency and life policyowner inquiries for all Traditional, Universal Life and Annuity products, as well as handling billing activity for all modes of payments;
• You will service contracts by processing requests for policy values, disbursing payments and processing changes. You will use multiple life systems to accomplish tasks;

handle phone / email and chat inquires relating to functions within the scope of this job. You may also participate in projects relating to the Life company activities and actively participates in a team environment.

In this Hybrid role, you will be expected to come into the office closest to you a minimum of 10 days a month. Candidates must reside within a 50-mile radius of one of the following locations : Madison, WI 53783;

Boston, MA 02110; Denver, CO 80112; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034; Nashville, TN 37214

Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

Compensation range will be determined by geographic location.

Madison, Keene, Phoenix, St. Joseph, and Nashville : Starting range $23.00-26.00 / hour depending on experience - full pay range $23-$33.17 / hour

Boston and Denver : Starting range $25.96-28.96 / hour depending on experience - Full pay range : $25.96-$37.50 / hour

Must be willing to provide coverage until 7pm CST on rotating basis to meet coverage needs.

Position Compensation Range :

Pay Rate Type : Hourly

Hourly

Compensation may vary based on the job level and your geographic work location.

Primary Accountabilities

• Provides customer service for questions and request on life policy billing, contracts and policy changes on issued life insurance policies.
• Researches complex inquiries from customers or agents.
• Mentors others and resolves complex issues.
• Assists with special projects, system testing, and on-the-job training as needed.
• Supports high volume life call queues as well as email, chat and task work queues.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support, or service.
• Solid knowledge of state-specific regulations and system / procedural support for life insurance products.
• Solid knowledge and application of servicing and billing guidelines for life policies.
• Demonstrated experience using reference materials, reading policy language, and processing rules and procedures.
• Demonstrated written and verbal communication skills.

Licenses

Not applicable.

Travel Requirements

Up to 10%.

Physical Requirements

Work that primarily involves sitting / standing.

Working Conditions

Not applicable.

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture.

We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health.

We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees).

In addition, our student loan repayment program and paid-family leave are available to support our employees and their families.

Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.