Analyzes, researches and completes a thorough review and processing of applications submitted for new fixed and variable annuity contracts. Analyzes, researches and completes financial contract requests (withdrawals, trades, etc.) and death claim functions for variable and fixed annuity products. Supports these functions for all annuity products distributed by Western & Southern, IFS, Columbus Life, Integrity Life, National Integrity Life and third-party affiliates. Prioritizes and conducts functions to fulfill client and representative requests in a timely and accurate manner in accordance with fixed and variable annuity contract provisions, state regulatory requirements, departmental and Securities & Exchange Commission (SEC) procedural guidelines and individual affiliate partnership agreements governing time service. Assures the integrity of contract documentation, accounting and related tax-reporting records to ensure compliance with various regulatory requirements. Effectively answers questions related to existing contracts and products, providing accurate, detailed and complete information.

What you will do:

• Makes decisions on the processing of variable and fixed annuity contracts to ensure compliance with state, federal and SEC regulations.
• Verifies that all documentation requirements are met before and after processing transactions. Utilizes knowledge of policies and practices of the Company, as well as standard accounting practices.
• Reviews legal documents such as power-of-attorney forms and trust agreements to ensure proper authority exists for transacting business.
• Responsible for resolving inquiries received via telephone, email or written correspondence from clients and agents/producers. Gathers, researches and analyzes policy information to provide accurate information.
• Proactively seeks resolution to client issues. Uses solid judgment in recognizing the need to escalate situations to management.
• Utilizes in-depth knowledge of available products and riders by state, age, gender, etc., in order to properly issue contracts and provide a superior customer experience.
• Expedites the deposit of initial premiums, and assures document requirement fulfillment and completeness of application information to issue fixed and variable annuity contracts. Assures application and required documents fulfill “Good Order” rules of the SEC in order to issue variable annuity contracts.
• Keys pertinent data into mainframe systems to create a policy record. High-level attention to detail is required to ensure accurate reporting.
• Processes 1035 exchanges and transfers according to state replacement laws and Internal Revenue Service Code.
• Analyzes and monitors 1035 requests to ensure state compliance guidelines are met. Investigates and takes action to ensure delivery of paperwork when transfer forms are not received by the transferring institution.
• Reviews applications and related documents against established Company suitability guidelines.
• Analyzes, processes and approves partial and full surrender withdrawal requests of contract owners. Performs conservation efforts by offering contract owners alternatives to contract surrender and tracking retention effort results.
• Executes trade requests from contract owners and brokers on variable products.
• Determines beneficiaries and options on death claims and annuitized contracts, and coordinates necessary state consent forms and required paperwork to facilitate payment. Maintains knowledge of fraud identification, trust structures and plan-specific death provisions.
• Calculates death benefits and releases payment. Processes all annuity death-related transactions, including spousal and beneficiary takeovers.
• Calculates payment amounts for RMDs and Systematic Withdrawals arrangements. Establishes Company records in appropriate system according to IRS guidelines for proper payment.
• Calculates payout provision amounts for annuitization or maturity option elections for all life and annuity products; coordinates the receipt of needed paperwork; and creates the periodic payment record in the payout system.
• Processes surrenders of contracts under the free look provision, refunding annuity premium considerations and adjusting premium tracking files when applicable.
• Reverses, reissues or reinstates new or previously existing contracts when applicable.
• Performs backup and reversal processing for partial and full surrender withdrawal requests, maturities, interest and premium tracking file adjustments.
• Provides accurate tax information on qualified and non-qualified contract disbursements.
• Documents telephone conversations and written communication into a computer database or tracking system, maintaining accurate corresponding hard-copy files where applicable.
• Investigates client requests or complaints utilizing system and contract provisions to analyze and provide resolution equitable to client and Company.
• Decides and approves, within management guidelines, when exception requests are made, and processes exceptions manually by adjusting Company records.
• Develops and presents job-specific training as management directs, applying appropriate adult-learning principles.
• Performs other duties as assigned.
• Complies with all policies and standards.

• High School Diploma 
• Some college work (Preferred)
• Proven experience in either insurance, banking or related financial industry customer service and/or processing department. This includes activities involving accounting, processing and telephone customer service.
• Demonstrated experience in completing multiple functions effectively and accurately while maintaining a professional demeanor under demanding business or stressful situations. 
• Demonstrated experience in working independent from direct supervision. Experience must include identifying problems, quantifying the problem and resolving the problems where independent decisions were made. 
• Proven experience working in a customer-oriented field and effectively articulating information to clients in an empathetic and understanding manner to resolve customer concerns/inquiries. 
• Demonstrated experience working effectively within a team. Must cite examples of team participation. 
• Proven strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions.
• Demonstrated strong attention to detail with excellent organizational skills. Must provide examples from work experience of maintaining a high degree of accuracy associated with high volumes of work and related input into PC applications. Requires the ability to continuously make repetitive motions of the wrists, hands, and/or fingers.
• Proven excellent verbal and written skills with the ability to successfully interpret and communicate business needs between internal and external customers in a clear and concise manner while following proper rules of punctuation, dictation and style. Must cite customer-related experience.
• Demonstrated excellent follow-up skills on issues not handled through “once and complete” service via telephone. Must cite examples.
• Proficient in word processing and spreadsheets, and working knowledge of databases.

Work Setting/Position Demands:

• Works in an office setting and remains 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.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None