Case Support Specialist - Claims

Overview

Why join?

Join us in revolutionizing an entire industry's customer engagement. We prioritize human connection through technology. If you're driven by purpose and want to make a meaningful impact on people's lives, this is the place for you. Our team challenges norms with the support of a trusted American brand.

• Purpose: A leading professional services firm found that AAA Life associates demonstrate some of the highest levels of commitment, empathy, and dedication when compared to top U.S. companies in a benchmark analysis.
• Growth: We have the privilege to offer our products to tens of millions of Americans that make up the AAA member base
• Focus is on “working families”, “everyday Americans”, “ordinary citizens”, “mainstream population” “average income households”, providing life insurance products that truly impact people's lives (more information will be provided in the interview).
• Team (Culture): USA Today named us a 2024 and 2025 top US workplace
  
  

The Case Support Specialist will be responsible for coordinating the process of individual life insurance and annuity applications or claim files through the process to be ready for decision. This involves working with medical facilities, vendors, funeral homes, agents, new business professionals and underwriters, applicants or beneficiaries, to gather documents and signatures.

Responsibilities

How will you contribute?

• Contact members and vendors via telephone and/or email as initiated by the business units to obtain the information needed, such as documents, signatures, and health or financial information in order to prepare the case for a decision
• Use various computer systems such as FAST, LifeNotes , LifeDesk and AS400 to retrieve information and update case files
• Act as a point of contact for issues and escalations to help find resolution , provides guidance to teammates by answering inquiries and resolving problems
• Create, maintain , and follow process & procedural documentation
• Create and maintain effective, collaborative working relationships with both internal and external team members and leaders
• Serve as a liaison between AAA Life Insurance Company, New Business and Underwriting, external vendors, Insurance Agents, and Managers
• Provide timely professiona l, friendly communication to our customers (agents, applicants, beneficiaries) regarding the status of the ir insurance case s . Displays exceptional customer service skills while building rapport with members, beneficiaries, other third parties, and sales personnel
• Interacts with a variety of vendors utilized by the company including labs, funeral homes, medical research firms, government agencies, and a variety of other relationships, utilized in the processing of claims.
• Assists with analysis, development and implementation of new and enhanced procedures for processing . Actively participates in change management.
• Provides input that may lead to simplification of the business model in forms, technology, processes and all day-to-day activities.
  
  

Qualifications

What do you offer?

• High school education plus equivalent experience / Associate degree or equivalent work experience
• Minimum 4 years of experience working in a life insurance agency or carrier operations
• 5 years’ experience in a process-oriented role
• 2 years’ experience in Life Insurance industry
• Proven ability to handle multiple assignments with overlapping delivery dates and troubleshoot problems quickly and effectively
• Excellent written and verbal communication skills
• Proficient in all Microsoft Office Suite applications
• Ability to use Salesforce.com, FAST AS400, LifeNotes and LifeDesk and other systems /tools
  
  

What We Offer

• A collaborative, energetic work environment where you can put your passion for people to work
• Medical, Dental, Vision, Life and Disability coverage available day one
• Pension Plan
• Performance-based incentive plan
• 401k available with a Company match
• Holidays and Paid Time Off
• AAA Basic Membership