Lead Insurance Specialist

Job TitleLead Insurance Specialist; PD41635A DutiesSpecific duties include: Monitors work progress, balances workload and makes adjustments to ensure effective team performance within the Insurance Call Center. Based on observation and review of work accomplished by the team provides input for performance ratings and award nominations. Responds to inquiries varying in complexity and counsels' callers on topics including dividends, premiums, non-medical and medical underwriting issues, matured endowments, cash surrenders, loans, death claim processing and tax issues relating to insurance benefits. Solves work problems and assists the team and/or individual members identifying the boundaries of a viable solution. Mentors team employees, addresses individual learning needs and effectively offers feedback to identify and correct deficient areas. Provides or arranges technical training necessary for the accomplishment of individual and team tasks. Advises the Supervisory Insurance Specialists and Section Chiefs on the daily operations of the teams, reports operational problems, including but not limited to attendance and behavioral problems, and needs that impact the Division's ability to achieve established goals and objectives. Relays to the Supervisory Staff the most cost-effective use of resources in order to accomplish assigned goals and objectives, by preparing reports and maintaining records of work. Assists Management with meeting quality and timeliness service performance indicator goals. Researches and interprets regulations governing life insurance policies in order to reply to inquiries from policyholders on the VA administered insurance programs. Makes all servicing and maintenance actions in responding to requests or inquiries from policyholders or their authorized representatives, including posting premiums, loan and dividend payments and refunds.