Lost Customer Associate

Everlake is a leading life insurance company headquartered in Northbrook IL with offices in Chicago IL and Lincoln NE. If you have a passion for the insurance business value working in a dynamic team environment and are ready to roll up your sleeves to help us achieve best-in-class results this may be the role for you. At Everlake you will find the dynamics of a small entrepreneurial organization and the strength of a larger corporation rolled into one. We think big and evolve quickly backed by a collaborative mindset and a solid financial foundation.

The Lost Customer Associate supports Everlakes customer location outreach and resolution efforts by helping locate customers beneficiaries and payees; facilitating the timely delivery of policy benefits; and reducing the risk of funds being transferred to unclaimed property. The role plays a critical part in ensuring customers receive the benefits and service to which they are entitled while supporting Everlakes commitment to operational excellence and regulatory compliance.

The position is responsible for managing customer location referrals conducting outreach activities researching and validating customer information investigating returned mail uncashed or stale-dated checks pending claims and related servicing matters documenting case activity and supporting the resolution of customer service inquiries and informal complaints.

The successful candidate will support customer outreach case management and customer resolution activities while partnering with internal business stakeholders and third-party administrators to ensure the timely resolution of customer location referrals positive customer outcomes and adherence to established service quality and compliance standards.

Research identify and locate customers beneficiaries payees and other parties associated with customer location referrals.

Conduct outbound outreach activities through phone calls letters email and other approved contact methods.

Investigate returned mail returned or stale-dated checks pending claims and other customer location matters to support timely delivery of policy benefits and prevent escheatment.

Process and manage customer location referrals in accordance with established procedures service standards and regulatory requirements.

Respond to customer inquiries received through phone email written correspondence and other communication channels and resolve issues related to customer location activities payments beneficiary matters and related servicing issues.

Maintain accurate documentation of customer outreach case activity research and resolution efforts.

Collaborate with servicing teams third-party administrators agents and other business partners to resolve customer issues and support positive customer outcomes.

Review referrals and perform follow-up activities to facilitate timely resolution and successful customer contact.

Identify and escalate operational risks compliance concerns customer issues and process improvement opportunities.

Participate in audit reviews compliance activities and corrective action efforts as needed.

Identify opportunities to improve customer outcomes operational efficiency and compliance and support implementation of approved process enhancements.

Analyze customer location trends referral activity and operational issues to support continuous improvement efforts and informed decision-making.

Support operational initiatives special projects and implementation activities related to customer location outreach and servicing processes.

Support ongoing customer location and outreach initiatives while maintaining high standards of service quality and accuracy.

High school diploma or equivalent required; Associates or Bachelors degree preferred.

Relevant insurance customer service operations or financial services coursework is a plus.

Typically 3-7 years of experience in insurance operations policy administration customer service claims beneficiary services unclaimed property financial services operations or a related field.

Experience researching and resolving customer inquiries payment issues beneficiary matters customer location efforts or case management activities.

Experience working with insurance products policy administration systems servicing operations or third-party administrators preferred.

Knowledge of insurance servicing processes beneficiary servicing policy administration claims operations customer support functions or unclaimed property processes.

Strong investigative research analytical and problem-solving skills including the ability to locate and validate customer information using multiple systems databases and resources.

Strong customer service communication and conflict resolution skills with the ability to interact professionally empathetically and effectively with customers beneficiaries claimants third-party administrators and internal business partners.

Ability to manage a high-volume workload while maintaining accuracy attention to detail strong quality standards and timely service.

Strong organizational skills with the ability to prioritize competing deadlines and multiple assignments.

Experience accurately documenting research case activity customer interactions and resolution efforts.

Proficiency in Microsoft Office and operational processing systems.

Understanding of regulatory privacy and compliance requirements applicable to customer servicing beneficiary outreach and unclaimed property activities preferred.

Demonstrated initiative sound judgment ability to work independently adapt to changing priorities and identify opportunities for operational improvement while maintaining a commitment to exceptional customer service and positive customer outcomes.

Medical dental and vision benefits

401-k plan

Incentive Program

Flexible paid time off plan

Hybrid work environment

Paid holidays

Tuition assistance