Job Description

*At Securian Financial the internal title for this position is Customer Operations Sr. Representative.

OVERVIEW:

Responsible for handling customer service related inquiries (calls, e-mails, and other correspondence) that come to the Madison Branch Office (MBO).  Communicates with participating employers, employees, Wisconsin Department of Employee Trust Funds (ETF) and Home Office associates to resolve customer inquiries and solve problems regarding insurance plan provisions and administrative procedures.

Position would require supporting other public sector clients which are Branch Office administered. This position would be based out of the Madison Branch Office and report to Madison. Branch office support may be provided to the State of Texas, State of Florida, State of Virginia, State of West Virginia, State of Michigan, State of Colorado.

Receives, reviews, processes, and examines life insurance claims and makes recommendations for payment to beneficiaries. Communicates with Home Office claims examiners, ETF, and with beneficiaries to coordinate payment of claims. Ensures the accuracy of claims entry and that claims requirements are met.

Responsible for the processing of guaranteed issue applications, evidence of insurability applications, and retirement certifications of coverage.

RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:

Communicates with employers, employees, Wisconsin Department of Employee Trust Funds staff, and Home Office associates to resolve customer inquiries and solve problems regarding insurance plan provisions and administrative procedures.

• Answers questions about plan provisions and plan administration.

• Solves problems consistent with the group contract and administrative procedures established by ETF.

• Communicates in both verbal and written form with a pleasant, professional manner and a positive customer service attitude.  

• Serves as a resource for resolution of complex service requests and problems.

• Provides resolution or updates within 24 hours.

Process State Group Life Death Claims, Accidental Death Claims, and Accelerated Death Claims, Disability Premium Waiver Claims and Accident Plan claims.

• Coordinates with the State of Wisconsin Department of Employee Trust Funds to determine beneficiaries.

• Reviews insurance status of the decedent, verifies insurance amounts, and incurs claims in the claim system.

• Corresponds with beneficiary or beneficiary’s representative in order to obtain all documents necessary for paying the claim.

• Requests, and in some instances prepares, documents for unique situations including affidavit for transfer of property, uniform transfer to minors, also-known-as forms, and others.

• Prepares claim file and recommendation for payment.  Forwards claim file to group claims for final review.

• In some cases, performs final review of claim and approves claim for payment.

• Maintains all claim records in the Madison Branch Office for future reference.

• Consults with Claims staff, Minnesota Life management, and State of Wisconsin management regarding claim questions, problems, or appeals.

Audit and process applications, evidence of insurability (EOI) applications, and retirement certifications of coverage.

• Verify participation in the Wisconsin Employee Benefit System (WEBS), and confirm eligibility for insurance or for continuation of coverage.

• Communicate with employers and with ETF regarding incomplete applications or applications completed incorrectly.

• Communicate EOI decisions to employee, employer and ETF.

• Consult with Group Underwriting to resolve questions or problems and communicate resolution to employee, employer and ETF.

• Receive and process updates and changes for participant records.

PERFORMS RELATED ACTIVITIES AS DIRECTED, AND MANAGES PERSONAL SELF-DEVELOPMENT TO PREPARE FOR NEW RESPONSIBILITIES AND CHALLENGES IN A FAST-PACED, CHANGING ENVIRONMENT.

QUALIFICATIONS:

• The employee must have or establish a thorough knowledge of Wisconsin Statutes and Wisconsin Administrative Code Rules applicable to the Wisconsin Public Employers Group Life Insurance Program as well as statutes governing domestic relations, estates, trusts, beneficiaries, transfer of property, and all other statutes related to insurance proceeds.  Beneficiaries and claimants expect claims to be handled professionally, accurately and efficiently.  In order to meet customer expectations, each claim must be individually evaluated and processed according to the law that specifically applies to that individual.

• The employee must be able to use the State of Wisconsin Benefit Administration System in order to review confidential employee information regarding Wisconsin Retirement System eligibility, benefits, employment history, and other records.

• The employee must be able to use our internal State of Wisconsin Administration System and Group Underwriting System in order to process applications, evidence of insurability, cancellations, conversions, monthly premium remittances and monthly premium adjustments.

• The employee must be able to use the CARE claims system in order to process claims and provide customer service to beneficiaries.

• The employee must be able to interpret the State of WI contract and make independent decisions.

• The employee must be able to work one-on-one with clients to solve complex problems and to educate clients on the plan.

• The employee must be able to provide leadership and training to coworkers and clients.

• The employee must be able to communicate effectively and empathetically in both verbal and written form and must be able to customize correspondence based on unique claims, policy, and employment situations.

• The employee must maintain a professional manner and a positive customer service attitude.

• The employee must contribute to a positive team environment with constantly changing priorities, including backing up other positions, communicating in a professional and respectful manner, attending team meetings, demonstrating  responsibility and dependability.

#LI-Hybrid

PHYSICAL JOB REQUIREMENTS:

• Ability to utilize keyboard, mouse and computer for up to 8 hours per day.

• Ability to work at least 40 hours per week.

• Ability to utilize telephone for up to 8 hours per day.

• Ability to perform grasping tasks 1 hour per day (examples: handwriting, grasping of equipment/machines, paper manipulation, sorting, folding, handling stacks of paper).

• No travel is required for this position. Just travel to the office for training and working in the office for hybrid work.

• Ability to lift, carry, push, pull approximately 25 pounds.

• Ability to be mobile periodically throughout entire workday

• Ability to meet physical requirements of administering CPR and First Aid as needed in emergency situations.

• Ability to communicate clearly in emergency situations (with police, firefighters, P/A announcements, etc.).

The physical job requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of jobs.

New hire associates, regardless of work location or job responsibilities, must be vaccinated before beginning employment; exceptions considered for medical or religious reasons provided alternative reasonable accommodations do not create an undue hardship on the business.

SECURIAN FINANCIAL has been around for 140 years. We’re committed to giving back to our community, donating 15,000 employee volunteer hours this past year. We also provide extensive resources to our employees for professional development and growth and a number of diverse professional and social opportunities throughout the company. There’s a reason our employees have voted us as a best place to work year after year! In addition:

• Generous paid time off. We want you to take time off for whatever matters most to you!
• Tuition reimbursement program. We value continuous learning at Securian!
• Company-funded pension plan as well as 401K retirement plan – great resources to secure your financial future.
• Continuous opportunities for new challenges.
• Variety of health plan options as well as dental and vision plans.
• Paid maternity/paternity leaves.

Securian Financial Group, Inc. does not discriminate based on race, color, creed, religion, national origin, sex, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance, status in a local human rights commission, or any other status or condition protected by local, state or federal law. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by telephone 651-665-5522 (voice), 711 (telecommunications relay), or by email at EmployeeRelations@securian.com.

Company Description

Securian Financial’s work environment is one of collaboration, dedication and opportunity. We are consistently named a top workplace on a regional and national scale. Annual surveys of our associates show high degrees of confidence in our leaders, appreciation for meaningful work and opportunities for growth. Securian Financial’s values are strongly engrained in our corporate culture. Business integrity is at the core of everything we do, helping us make decisions every day that help provide millions of customers financial security for the long run. Our employees are proud to work for a company that has a history of taking care of its customers and putting their long-term interests first for more than 135 years.