The Correspondent II position is responsible for preparing original correspondence concerning a wide range of complex topics in response to direct written and verbal inquiries from customers regarding various company operations and/or product/service matters such as estate planning, pensions, trusts, inheritance and state tax laws, policy conversions, and/or interpretation of policy/contract provisions.
Receive and investigate complex and/or sensitive requests from policyholders, field offices, other company units, outside agencies, brokers, etc., concerning various company operations and/or product/service provisions.
Compile information on changes to policy/contract, relevant plan provisions, and applicable rules in order to determine impact of proposed changes on product/service as well as any unprecedented cases requiring higher-level review.
Prepare, review, proofread, and release responses to inquiries.
Prepare related transactions, input, or accounting forms, if required, in order to document and record all correspondence and completed changes to account for future reference; ensures timely implementation of changes.
Escalate sensitive and unprecedented issues to supervisor.
May maintain files and other related information, or input records to customer database.
May analyze correspondence procedures and propose alternate methods.
May perform quality control activities.
Perform other related duties as required or assigned.
2+ yrs. Customer Service experience.
Series 6 Registration a plus
Excellent written and verbal communication skills.
Proficient with Microsoft office suite (Word/Excel).
Ability to work independently with minimal supervision.