Policy Service Associate - 1149

Security Mutual Life Insurance; City of Binghamton (NY); Hybrid; USD 26,000 - 29,000; Full time

Job summary

Security Mutual Life Insurance is seeking a Policy Service Associate to provide compliant customer service to individual clients. The role offers primarily remote work with periodic attendance at the Binghamton, NY or Houston, TX offices.

You will process surrenders, changes, and various policy actions while maintaining accuracy and regulatory adherence. The ideal candidate has 2–4 years in customer care, strong Word/Excel skills, and familiarity with insurance processes.

Qualifications

• 2–4 years experience in Customer Care/Support.
• Intermediate knowledge of Microsoft Word and Excel.
• 1–2 years experience in an insurance industry or accounting environment preferred.
• Industry certifications preferred.
• Familiarity with company products and procedures is preferred.
• Spanish language is a plus.
• Excellent written and verbal communication skills.
• Ability to perform work accurately and thoroughly.
• Ability to adapt to change and work under pressure.
• Ability to prioritise and manage a heavy workload.

Responsibilities

• Process policy surrenders, cancellations, 1035 exchanges, and qualified rollovers.
• Review policy status and provisions; document transactions and contact policyowners for clarification.
• Process beneficiary changes and policy assignments per guidelines.
• Handle Death Master Registry and death notifications from Claims.
• Process contract changes, reinstatements, and reprojections.
• Provide customer service including mailing forms and processing website inquiries.
• Review and process requests for duplicate policies and report status.
• Monitor daily/monthly policy and account reports for accuracy and timeliness.
• Update policy information for bankruptcies, tax levies, subpoenas per Legal guidance.
• Process lost/un-cashed checks and direct deposits.
• Review court documents per state requirements with Legal guidance.
• Assist with departmental training.

Skills

Customer Care

MS Word

MS Excel

Insurance knowledge

Spanish (optional)

Communication skills

Detail-oriented

Education

Associates degree in business or a related field

Job description

As a Policy Service Associate, you will be responsible for providing customer service to individual clients of the company while ensuring compliance with all applicable regulatory guidance.

This position will have the opportunity to work primarily remote with periodic time required in their assigned Company office location (Binghamton, NY or Houston, TX). If you reside in the Greater Houston or Greater Binghamton area, this may be an opportunity for you!

Description of Duties & Responsibilities:

• Process policy surrenders, cancellations, 1035 exchanges, and qualified rollovers. Review policy status and provisions and document transactions contacting policyowner for clarification as necessary. Verify cost basis and complete gain calculations as needed.
• Process beneficiary changes and policy assignments according to State and company guidelines. Process Death Master Registry, and death notifications received from Claims department. Process, update and monitor Authorization to Release Information reports.
• Process contract changes, reinstatements, and reprojections using technical expertise and complex product knowledge.
• Provide internal and external customer service as needed including but not limited to mailing appropriate forms, interpreting requests, responding to website inquires from policy holders, and completing required processing. Complete service requests assigned from Billing Team and Call Center and process insurance verifications from outside sources.
• Review and process requests for duplicate policies. Review policy status and provisions and document transactions.
• Review and analyze daily and monthly policy and account reports to ensure work is done within set time standards and to verify accuracy.
• Provide and update policy information as directed by Legal department for bankruptcies, tax levies and subpoenas.
• Process lost and un-cashed check forms and complete direct deposit of funds.
• Review and process Court documents per state requirements and consultation with legal department. Review various court documents and interpret with guidance form Legal Department.
• Assist with departmental training as needed.

Required skills & experience:

• 2-4 years experience in Customer Care/Support required.
• Intermediate knowledge of Microsoft Word and Excel required.
• 1-2 years experience in an insurance industry or accounting environment preferred.
• Industry recognized certifications preferred.
• Familiarity with Company products and procedures is strongly preferred.
• Fluency in Spanish is a plus.
• Excellent written and verbal communication skills.
• Ability to perform work accurately and thoroughly.
• Ability to adapt to change and work under pressure.
• Ability to take care of both internal and external customers needs.
• Ability to pay close attention to detail.
• Ability to prioritize and organize a heavy workload.
• Ability to multitask.
• Demonstrated ability to take on increasing levels of responsibility required.
• Must be dependable.

Education Required:

Associates degree in business or a related field required.

This position can or will be performed in the State of New York, not including the City of New York

Pay Range:

$19.02 to $21.03 hourly

The starting pay rate for this role is based on a variety of relevant factors, including location, education, experience, and skills.

Visa sponsorship is not available for this position

Relocation assistance is not available for this position

Security Mutual is an Equal Opportunity Employer

About SML:

Security Mutual Life is a leading provider of life insurance, accumulation products and retirement-, business- and estate-planning services for individuals, families and businesses. Our innovative products help our clients meet their financial protection needs. Headquartered in Binghamton, New York, the Company was founded in 1886 and is recognized for its longstanding history of financial strength and stability.

We continually invest in technology. Our agents and employees are equipped with the latest tools and deliver outstanding service to our hundreds of thousands of policyholders throughout the United States.

We are committed to our neighbors and communities. Security Mutual and its employees help support a wide variety of community and charitable initiatives and organizations through our donations and service.

At Security Mutual our employees are among the Company’s most valued assets. We offer competitive salary and benefits and our work environment reflects the Company’s core values of trust, respect and integrity.