Customer Support

• 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

Case Support Specialist – Claims

Customer Service/Retail Associate