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Wed Oct 11, 2017 - 1 week ago

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Return Mail Analyst

Return Mail Analyst










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Return Mail Analyst



Western & Southern Financial Group has an immediate opportunity for a Return Mail Analyst.






Summary of Responsibilities:






Provides support to Insurance Operations by conducting research to identify accurate mailing address information for our customers. Uses various research tools such as Lexis Nexis, to identify, evaluate and determine the best address match. Provides support for all business units, and as such, possesses skilled and or expert knowledge of underlying administration systems and how information related to accurate mailing address impacts downstream processes. Works with some supervision and is responsible to make specialized decisions; escalates to manager when appropriate and updates manager on a regular basis.






Position Responsibilities:

+ Evaluates returned documents on the electronic policy file and determines if a new address or forwarding address is present.

+ Identifies correct mailing address information through the policy file correspondence, research software, or other customer contracts.

+ Upholds the highest level of integrity regarding the Enterprise Operational Data Store, understanding the product structure and party relationships within insurance contracts across the Enterprise. Reconciles differences and makes decisions on when and where to update address information.

+ Uses research software to identify potential address matches for client based on policy file documentation, correspondence, etc. and determines the most factual choice.

+ Fosters teamwork by assisting team members in meeting designated timeframe for all documents received.

+ Conducts comprehensive research to effectively capture all cases affecting the parties identified and uses knowledge of product structure and specific administration structure to determine which changes are required.

+ Communicates through clear, concise, and well-constructed written correspondence and verbal communication while conducting outbound telephone calls to external clients and/or district office personnel to gather current customer contact information for all business units within the W&S Enterprise.

+ Prioritizes work in accordance with departmental and Securities & Exchange Commission (SEC) procedural guidelines.

+ Updates internal databases and systems with current mailing address information or other pertinent details, and accurately determines which records to update.

+ Provides excellent customer service to internal customers, including notifying Claims when the address search delivers results of the current customer being deceased, so they can be appropriately addressed.

+ Ensures all returned checks are captured on the imaged file, properly destroyed and documented appropriately.

+ Responsible for pulling original returned documents, inserting appropriate address change documents, and sending documents to the correct mailing address.

+ Understands industry regulations and standards such as Unclaimed Property and privacy guidelines regarding maintaining client contact and records and ensures corporate compliance.

+ Upholds the highest level of integrity regarding compliance with all Company ethics, privacy policies and industry regulations.

+ Performs other job duties as assigned by management or coordinator.









Selection Criteria:

+ Demonstrated strong verbal and written communication skills with the ability to successfully interpret and communicate business needs to internal or external customers in a clear, focused and concise manner. Experience must include strong telephone communication and etiquette skills.

+ Demonstrated strong attention to detail with excellent organizational skills.

+ Proven experience working independently while handling high volumes and completing assigned tasks accurately and on a timely basis in a fast-paced environment. Accuracy is critical in updating administration systems, as incorrectly setting up the file can result in privacy violations and misdirected mail.

+ Demonstrated experience working effectively within a team.

+ Demonstrated knowledge and experience with general research concepts. Provide examples of researching complex situations and utilizing internal and external resources to provide a concise conclusion.









Work Setting:

+ This position works in an office setting and remains continuously in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.









Educational Requirements:

+ High school diploma.









Computer Skills and Knowledge of Hardware & Software Required:

+ Working knowledge of word processing and e-mail applications. Working knowledge of research websites preferred.









Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

+ None.









Position Demands:

+ Extended hours required during peak workloads or special projects.











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