The work we do affects millions of people, and you can help make that impact.

We support our customers through life’s uncertainties. No matter your role in the company, you contribute to providing protection and peace of mind when people need it most.

This role is part of a team that manages a wide range of complex tasks and problem‑solving related to annuity claims. You will handle requests from customers and providers, offer information across multiple companies and products, and assist customers with varying needs and temperaments. You may also provide cross‑training when assigned by management. This position has authority to approve claims up to $500,000.

Responsibilities
• Handle complex transactions, help resolve complaints, and use your knowledge of insurance, acquired companies, and multiple systems to complete tasks. Review and approve teammates’ work within approval limits, assist in drafting or updating procedures, and escalate issues to the team TSS and Manager.
• Respond to phone inquiries and provide backup support on the ACD line regarding claim status, filing, and death notifications. Communicate with internal departments as needed. Manage customer complaints from the ACD line and document all received information and conversations. Make incoming and outgoing calls to claimants, Powers of Attorney, facilities, and others involved in claims.
• Provide written responses to customer inquiries in compliance with regulations. Review and respond to demand letters according to guidelines and escalate when needed. Communicate by phone and in writing with agents, beneficiaries, funeral homes, attorneys, government agencies, and acquired companies.
• Verify contract holder information, effective dates, premium status, and claim eligibility. Determine when additional information is required and contact the appropriate sources. Confirm beneficiary information and payment amounts.
• Approve claims within assigned authority.
• Assist with Unclaimed Property processes.
• Review and interpret IRS Forms W‑9 and W‑8.
• Maintain proper documentation in each claim file.
• Keep claim inventories within departmental, contractual, and regulatory requirements and meet processing expectations.
• Maintain knowledge of all administrative, claims, and communication systems used by the department.
• Perform moderately complex math calculations.
• Provide strong, empathetic customer service.
• Work effectively and cooperatively with team members to meet individual and team goals.
• Participate in system upgrades and new product initiatives.
• Use independent judgment to find solutions to customer concerns.
• Manage multiple priorities and meet deadlines.
• Apply strong analytical and problem‑solving skills to review documents and make sound decisions.
• Meet performance targets for accuracy, quality, timeliness, productivity, and call handling.
• Plan and organize work effectively while setting goals.
• Handle sensitive and confidential information appropriately.
• Adapt well to a changing team environment.
• Maintain strong attention to detail and accuracy.
• Work independently with minimal supervision.
• Understand multiple business lines.
• Learn quickly with or without written procedures.
• Read and interpret insurance contracts.
• Analyze data and recommend workflow improvements.
• Determine answers using historical company records, even when incomplete.
• Communicate effectively in writing and verbally, negotiate solutions with customers with varying temperaments, and build strong relationships at all employee levels.
• Investigate moderately complex claims through resolution or update claimants on status and assist in resolving issues.
• Handle complex transactions and help address complaints.
• Contribute to updating departmental procedures.
• Manage a heavy workload under pressure, often with limited documentation and tight deadlines.
• Complete other assigned duties.

Experience/Education
• High school diploma
• Strong customer service background and experience processing annuity claims or equivalent
• Solid insurance industry experience with a focus on annuities; ACS designation or similar LOMA coursework is helpful

Protective’s target salary range for this role is $51,700 to $52,000. Actual pay may vary based on factors such as location, skills, and experience. This range represents only one part of Protective’s total compensation package.

The position also includes opportunities for additional incentives, either through an annual performance‑based plan or a sales incentive plan.

Employee Benefits
We aim to support the overall wellbeing of our employees with a broad range of benefits. Physical wellbeing is supported through medical, dental, and vision coverage. Mental wellbeing is supported through mental health services and an employee assistance program. Time away is supported with various paid leave benefits, including PTO, parental leave, short‑term disability, and a cultural observance day. Financial wellbeing is supported with contributions to healthcare accounts, a pension plan, and a 401(k) plan with company matching. Our ProHealth Rewards program encourages employees to focus on wellbeing while earning cash rewards.

Eligibility for some benefits may vary by role and follow the terms of company benefit plans.

Diversity and Inclusion
At Protective, we are dedicated to fostering an inclusive culture where all employees can thrive and contribute fully. We aim to grow and develop talent, attract diverse candidates, and support strong, diverse communities.

We promote diversity, equity, and inclusion by building a culture of belonging led by leaders who recognize potential and support all abilities. Our goal is to create a fair environment that supports performance and aligns with business strategy. We strive to increase diversity in leadership roles and talent pipelines through improved hiring practices, strong development programs, and retention of key talent.

We are proud to be an equal opportunity employer committed to attracting, retaining, and developing a diverse and inclusive workforce.

Accommodations for Applicants with a Disability
If you need an accommodation during the application or recruitment process due to a disability, please email martina.winston@protective.com. Your information will be kept confidential and used only to determine an appropriate accommodation.

Please note: This email is only for accommodation requests from individuals with disabilities and is not for general employment inquiries.