Insurance Specialist - America First Credit Union

The insurance specialist’s responsibility is to facilitate and manage the insurance claims processed for active Auto & RV loans in the Consumer Loan Collections Department. The position focuses on providing research, communication, and expertise to ensure accurate, efficient, and fair resolution of insurance claims. Research and address loans and collateral discrepancies. Employee will work with limited degree of supervision. The Insurance Specialist identifies opportunities for improvement to basic processes. The primary purpose is to safeguard the interests of both the debtor(s) and Credit Union by assessing and managing claims in compliance with company policies, industry regulations, and legal requirements. Performs miscellaneous Collection duties and acts as a resource for the department.

1. Claims Processing, Investigation, and Evaluation.
2. Work closely with debtors, insurance companies, venders, and other areas of the credit union to gather all necessary documentation and information required for claim processing.
3. Verify the accuracy and completeness of claim documentation.
4. Conduct thorough investigations to assess the validity and legitimacy of claims.
5. Gather necessary information through calls, documents, and any other relevant sources.

1. Communication, Documentation, and Record Keeping.
   1. Communicate with policyholders, agents, and other relevant parties to gather information and provide updates on claim status.
   2. Effectively explain coverage, policies, and procedures in a clear and concise manner.
   3. Address inquiries and concerns related to the claims process in a timely manner.
   4. Handles mail through the following channels: interoffice mail, Fax, and department email.
   5. Research and address loan and collateral discrepancies.
   6. Maintain accurate and detailed records of claims, investigations, and communications.
   7. Prepare reports and documentation of internal and external use.
   8. Take and make phone calls, email, use SMS Texting, mail, and CenterPoint for communication purposes.
   9. Provide appropriate and necessary information and documentation as needed for claim processing.
   10. Utilize specialized software and tools to facilitate efficient claims processing and documentation.
   11. Provide technical support and expertise to less experienced staff.

1. Knowledge, Quality Assurance, Compliance and Etiquette
2. Assist and supports department and other personnel where needed, such as deceased, repossessions, impounds, department phones.
3. Keeps management informed of work activities and of any significant problems.
4. Assist in training and cross training of personnel that are necessary.
5. Develop and maintain specialized knowledge in areas, such as mechanical breakdown insurance, GAP, auto insurance and Skip tracing.
6. Stay on top of industry trends, legal developments, and emerging issues relevant to the assigned insurance domain.
7. Provide excellent member and vender service throughout the claims process.
8. Handle member and vender complaints and concerns professionally and efficiently.
9. Stay informed about changes in insurance laws, and regulations.
10. Ensure compliance with legal requirements and company policies.
11. Implement quality assurance measure to ensure consistency and accuracy in claims processing.
12. Maintains cleanliness and secure work area, desks, AFCU equipment.

Training/Education/Certification:

• High school graduate or equivalent. Additional business education helpful.

Required Knowledge:

• Thorough knowledge of Microsoft Office (Excel, Word, PowerPoint)
• Thorough knowledge of loan, credit, and insurance/collections policies and procedures.
• Basic understanding of insurance methods, policies, procedures, and legal requirements.
• Basic understanding of collections' methods, policies, procedures, and legal requirements.
• Ability to interpret and understand legal documents, regulatory communications, and guidelines.

Experience Required:

• Two to three years collection background with investigation/skip tracing.
• Some collections and/insurance experience are preferred.
• Working within a financial institution helpful.

Skills/Abilities:

• Accuracy and thoroughness in Claim Processing.
• Possess strong problem solving and negotiation skills.
• Ability to train and assist others.
• Excellent interpersonal, communication and listening skills.
• Ability to work well in stressful situations.
• Ability to maintain poise under pressure.
• Well organized.
• Able to use computer, calculator, telephone, and other basic business equipment.