Job Description

Role This position acts as a customer service representative to our credit unions, internal staff, insureds (customers), lawyers, and physicians. The primary duty of this position is to scan and index incoming documents, provide customer service on the phone lines, various clerical functions, learning and becoming familiar with the processing guidelines for credit disability & life insurance claims in accordance with the certificate provisions. Extensive interaction by phone with claimant’s, loans officers and physicians. Duties and Responsibilities

• Telephone Calls: Handle and respond to customers’ questions. Calls to customers regarding claims. Calls to Credit Unions regarding payments and or questions for customers. Work on assignments that are designed to develop skill and knowledge.
• Clerical Functions: Filing, scanning and indexing mail, mail correspondence to physicians and/or customers, to obtain supportive documentation needed to determine benefits. Initiate claims by phone, fax, Kofax (scans) and e-mail. Read certificate for verification of coverage. Follow up telephone calls to customer if information is missing, or claim accepted. Written or Telephone Interaction to clarify information. Sort, distribute and mail letters.
• Setup and Record all Initial Claim: Confirm coverage and set up claim for creditor life and disability claims. Send out appropriate forms, document applicable notes and set follow-up reminders accordingly.
• Claim setup for Manual Claims Product: Set up all life savings claims/loan protection claims, HSBC and AD&D claims.
• Adherence to Policies and Procedures: Adheres to safety, security and all other company policies and procedures.
• Teamwork and Support: Supports team by ensuring regular attendance, contributing ideas, assisting in enhancing operations and customer service. Answers questions and assists team members with inquiries and other related matters. Provides excellent service to both internal and external customers.
• Professional development: Maintains up to date knowledge of CPL’s products and services. Attends appropriate development courses on an ongoing basis.
• Other Duties: Performs other related duties, as assigned.

• High School Diploma, minimum of three years’ work experience.
• Experience in the insurance industry is an asset
• Medical Terminology course is an asset

• Strong analytical skills, orientation to detail, strong interpersonal skills with the ability to communicate effectively
• Ability to work independently and under pressure
• Complete working knowledge of Microsoft Office
• Able to perform different tasks simultaneously
• Excellent formal written and verbal communication skills
• Ability to remain calm objectively in situations involving stress and conflict

• Embrace a high performance culture; is customer focused
• Works with a sense of urgency
• Exhibits enthusiasm and promotes a team environment
• A self-starter; takes initiative
• Strong learner; supports continuous learning
• Confident, mature and able to work under pressure in a changing, dynamic environment
• Strong detail orientation; is able to work thoroughly, accurately and error-free
• Demonstrates punctuality and reliability in work attendance
• Understands and demonstrates positive outlook towards change