National Guardian Life Insurance Company

General

• Accurately adjudicate claims within stated service goals
• Follow established written processing procedures
• Verify proper forms are received according to state regulation
• Process whole life, term life, universal life, interest-sensitive, acquisition preneed, final expense, preneed, trust, Texas preneed, annuity, contestable, and rider claims
• Reconcile Texas preneed claims and verify file documentation
• Accurately calculate cost basis on basic annuity claims
• Follow up on claims in writing within state-regulated time frames
• Provide phone support for claims-related calls and letter correspondence
• Communicate with policyholders, agents, funeral directors, beneficiaries, and other customers
• Contact customers to obtain missing information
• Prepare correspondence throughout the claim process
• Conduct research and accurately document findings
• Research insured status using databases
• Update spreadsheets and documentation
• Complete assigned projects, tasks, and milestones by agreed deadlines
• Participate in group decision-making and support teammates
• Maintain team service coverage and standards
• Resolve difficulties, escalate issues, and suggest additional inquiry

Claims Adjudicator

Agent

• Support NGL agents and key accounts, including agencies, funeral homes and sales organizations
• Handle incoming and outbound calls, assigned email boxes and internal processing work
• Partner with Contracting, Commissions, Processing, Claims, Sales and Legal teams
• Strive for one-contact resolution and explain or promote incentive campaigns, products, forms and processes
• Maintain service levels of 90% or above on Agent Solutions phone lines and service boxes
• Maintain Agent Support group service levels of 90% or above and adjust coverage schedules as needed
• Maintain individual adjusted service availability of 90% or above
• Maintain an average individual call quality score of 85%
• Handle at least 60 contacts daily accurately and efficiently
• Take detailed phone messages and document conversations in the Customer Relationship Management tool
• Escalate situations and recommend courses of action
• Advise team leadership of concerns, training opportunities and trends
• Resolve questions about licensing and contracting, commissions, new business, supplies, products, premiums, procedures, myNGLIC.com, reporting and compliance requirements
• Screen new agent leads and enter viable leads into lead software
• Administer and manage outbound support programs
• Evaluate pending applications and communicate requirements to agents
• Communicate and follow up on in-force policies
• Initiate CRM lead programs for the Sales team
• Provide guidance, feedback and professional communications to agents, field managers and NGL employees
• Monitor processes, guidelines and agent tools and suggest improvements
• Recommend updates to agent portals, NGL software, forms and applications
• Collaborate with teams to implement process and procedure improvements
• Update team procedures and guidelines for follow-up, availability and PTO coverage

Agent Solutions Coordinator

• Process a minimum of 200 routine and moderately complex life insurance and annuity applications per week
• Review, process, audit and issue applications according to state and company requirements and guidelines
• Use various administration systems to process applications
• Maintain customer privacy and protect sensitive data
• Review, manage and resolve pending policies to completion
• Escalate and assist senior team members with complex or unusual cases
• Review unclear requests and system errors and escalate appropriately
• Document steps taken to solve issues
• Identify and recommend process and procedure improvements
• Assist in implementing process improvements
• Audit newly issued policies against applications and contract pages
• Help maintain team standards, goals and turnaround expectations
• Process workflow queues and other work according to team standards
• Participate in team meetings and team-building activities
• Perform other related work as requested or required

New Business Specialist

• Accurately adjudicate claims within stated service goals
• Follow established written processing procedures
• Verify proper forms are received according to state regulation
• Enter and process whole life, term life, universal life, interest-sensitive, acquisition preneed, final expense, preneed, trust, Texas preneed, annuity, contestable, and rider claims
• Accurately reconcile Texas preneed claims and verify file documentation
• Accurately calculate cost basis on basic annuity claims
• Follow up on claims in writing within state-regulated time frames
• Provide phone support for claims-related calls and letter correspondence
• Communicate empathetically with policyholders, agents, funeral directors, beneficiaries, and other customers verbally, in writing, and by email
• Contact agents, funeral homes, beneficiaries, and other customers to obtain missing information
• Prepare correspondence for all steps in the claim process and customer inquiries
• Research insured status and search databases to confirm status
• Update spreadsheets and document findings appropriately
• Participate in group decision-making and support teammates
• Manage personal time off, breaks, and lunches to ensure team coverage
• Help maintain team standards and goals
• Investigate ambiguous issues, identify root causes, suggest alternatives, resolve difficulties, and escalate issues with recommendations
• Complete assigned projects, tasks, and milestones by agreed-upon due dates
• Perform other related work as requested or required

Operations

• Facilitate the team in delivering optimal daily process performance
• Provide day-to-day direction and guidance to team members
• Drive skill enhancement through knowledge sharing, cross-training, and rotation
• Coach team members toward professional development
• Provide direction and adapt communication methods to meet training needs
• Conduct team-building activities and facilitate meetings when the manager is unavailable
• Seek information to enhance cross-functional processes
• Provide feedback for trainee performance reviews and assist with interviewing
• Oversee staffing levels, organize team work, assign tasks, set priorities, and monitor activities
• Assist in goal setting and measure and communicate attainment
• Manage day-to-day team operations and maintain service levels
• Evaluate processes and guidelines and identify improvement opportunities
• Collaborate with teams and departments to update processes, procedures, training, and tools
• Prepare, analyze, and interpret reports and formulate conclusions
• Monitor and communicate queue statuses and key performance indicators
• Maintain staffing models and keep the direct manager informed
• Complete assigned projects and tasks by agreed-upon due dates
• Develop, coordinate, and facilitate training and provide ongoing coaching
• Train new hires on processes and procedures
• Create and manage training materials and documentation
• Develop and conduct training sessions and workshops
• Identify additional coaching and training opportunities through quality assurance and internal audits
• Provide advanced customer service support to peers and customers
• Handle escalated cases and provide solution-driven responses
• Perform customer service duties to help achieve service goals
• Advise the supervisor of concerns, training opportunities, and trends
• Authorize minor exceptions such as overnighting or expediting when needed
• Foster a workplace environment consistent with NGL’s mission, vision, guiding principles, and values

Claims Adjudicator

Agent Solutions Coordinator

New Business Specialist

Claims Adjudicator

Operations Team Lead