Contract Change Value Specialist (NRF)

• Responds to complex /sensitive service questions arising from new or updated business procedures.
• Identifies, develops and implements significant process, system and workflow improvements.
• Participates in both departmental and intradepartmental projects and process improvements.
• Acts as a liaison to project managers and others within and outside the department. Develops creative solutions that meet customer needs.
• Leads the development of business requirements for new product development or significant service enhancements.
• Develops business procedures and provides training to divisional staff. Identifies gaps.
• Uses knowledge of business processes and application systems to resolve issues and provide implementation support.
• Executes quality assurance plans necessary to enhance system/process efficiencies.
• Performs complex calculations and estimates, both routine and non-routine special handling for in force contracts where alternative processing methods to calculate and process are required.
• Communicates the end result to the financial representative and policyowner. Effectively balances the quantity and the quality (proficiency) of the work assigned.
• Resolves difficult and sensitive cases involving questions related to specific policy or procedure, complaints and errors, requiring an unusual degree of knowledge, sensitivity, critical thinking and judgment. This includes analyzing discrepancies related to complex multiple transactions, initiating corrective action to policies or to accounts and providing counsel and information of a complex and intricate detail that cross divisional and department lines.
• Provides assistance to analysts who are the primary service contacts related to business process changes.
• Provides answers to questions, advice, feedback and support.
• Provides counsel and assistance to Network Office staff on procedures and practices.

• Bachelor's degree in business or related field or equivalent combination of education and /or progressively responsible work experience.
• Minimum of three years experience in Insurance Operations or Annuity Operations.
• Experience in leading or supporting committee efforts involving process improvement, product introduction, system enhancement or other projects.
• Extensive experience in an operational environment supporting insurance products in a highly technical and independent capacity.
• Strong desire to understand and work with the detailed development of customer service system applications.
• Good analytical abilities in decision making and problem solving.
• Ability to establish and maintain client relationships while providing quality customer service and support.
• Demonstrated high level of organization and follow through with the ability to effectively identify and independently establish priorities and meet deadlines on multiple assignments with high quality results.
• Superior verbal and written communication and the ability to assess the communication skills of others.
• Proven ability to mentor, coach and train staff both in group and one-on-one settings and contribute to a positive work environment.
• Superior interpersonal skills with ability to build rapport and gain acceptance of people at all levels in the division, department, home office and field.
• Strong commitment to confidentiality guidelines.

Skills You Have:

Analytical Thinking: Organizes and compares various aspects of a situation to comprehend and identify key or underlying complex issues through the use of quantitative data and analysis; leverages strong business acumen, problem solving, and interpersonal skills to think critically about situations from multiple perspectives and consistently seeks ways to improve processes. 

Attention to Detail: Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presentation, content, accuracy, and overall quality. 

Change Adaptability: Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation.

Learning Agility & Critical Thinking : Pursues learning and obtains knowledge continuously in relevant fields, methods, or technologies in current and future practices; continuously utilizes critical thinking to identify opportunities, execute solutions, and measure impact to constantly improve existing practices and processes based on feedback, lessons learned, and market trends.

Insurance Acumen: Applies knowledge of insurance concepts, policies, regulations, and industry practices to solution challenges. Understands insurance principles, such as underwriting, claims philosophy, and risk.