Job Description

The Disability Claims Adjuster (junior) is responsible for processing benefit application forms from players, participants and related parties and handling related issues for the NLF Benefits Offices (NFLPBO). This is a hybrid work opportunity with 50% in the office and up to 50% telework.

ESSENTIAL JOB FUNCTIONS

A. DUTIES AND RESPONSIBILITIES – The following are to be performed accurately, completely, professionally, and in a timely manner:

· Verify and confirm applications for accuracy and completeness.

· Effectively communicate orally and in writing with players and related parties to obtain necessary information in order to process applications.

· Verify and confirm eligibility based on plan rules and correspond appropriately.

· When necessary, depending on type of benefit plan, develop different payout scenarios and correspond appropriately.

· Work with external third parties; e.g., record-keeper, trustee, etc., to validate and set up payments.

· Effectively diagnose complex player or participant issues, offer options, resolve problems and follow up with player or participant.

· Coordinate and/or perform research, offer solutions, options and strategies for a player’s case as required.

· When necessary, refer player or participant to appropriate person or department or elevate issue to supervisor.

· Coordinate and/or track player problem status until resolution is achieved.

· Proactively maintain contact with player or participant to give updates on progress toward resolution of issue or request.

· Use information systems to accurately access, input, and maintain data.

· Create status reports related to player cases under review.

· Study and maintain knowledge of all applicable policies and procedures, contracts and related legal issues.

· Process applications, changes, and requests, on behalf of player or participant.

· Maintain quality/quantity standards.

· Verify contracts or forms for completeness and accuracy of information.

· Update and maintain all necessary records and/or logs.

· Professionally represent the NFLPBO to Clubs, NFL, NFLPA and other outside parties.

· May act as representative for department or office at internal or external meetings.

· Make formal presentations as assigned.

· Schedule and prioritize individual workload.

· Interpret operating policies and procedures.

· Ensure timely completion of work.

· Compose correspondence based on knowledge of departmental and company policies and procedures.

· Perform other related duties as assigned or requested.

B. BEHAVIORAL AND FUNCTIONAL COMPETENCIES

· Impeccable Attention to detail - Ensures all communication and information generated is complete, accurate and error-free.

· Problem Solving - Identifies and resolves problems efficiently; gathers and analyzes information; develops solutions; uses reason.

• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. Performs all duties with a high level of sophistication and diplomacy.
• Oral Communication - Speaks clearly and persuasively; listens and gets clarification when necessary; responds informatively to questions.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; sets goals and objectives.
• Professionalism - Approaches others in a polite and tactful manner; maintains composure and reacts well under pressure; treats others with respect and consideration; follows through on commitments.
• Judgment - Exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Dependability – Regular and punctual attendance as scheduled required; follows instructions; takes responsibility for own actions; completes tasks on time.
• Confidentiality – Exposed to Plan confidential information on a regular basis and as such must maintain confidentiality of all individual and Plan information.
• Initiative - Seeks increased responsibilities; seeks developmental growth; solicits feedback regularly.

JOB REQUIREMENTS

· Bachelor’s Degree preferred.

· One to two years’ customer service experience, benefits administration experience preferred.

· Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Company Description

The NFL Player Benefit Office supports the current and former players of the NFL (Do not inquire to the office about this position). The NFLPBO seeks to help all of its members through joyous and challenging chapters in their lives with kindness and compassion. The NFLPBO administers the benefits plans for players and retired players. These include dental, vision, pension, deferred compensation, disability, medical, long-term care, etc. The Office is 20 people located in Downtown Baltimore. The company has a close knit, highly skilled team to deliver outstanding service for its members.