• Policy Administration Representative & Specialist

    Location US-OR-Portland
    Posted Date 2 weeks ago(2 weeks ago)
    # Positions
    Req #
  • Overview

    If you want to make a positive difference and stand out from the crowd, you’ll fit in at The Standard (www.standard.com). Through our retirement plans and insurance products and services, we help people achieve financial well-being and peace of mind. Come join us and share our passion for serving our customers in a positively different way.


    Roles will be dependant on assignment within current segregation of duties controls.  All roles are expected to provide superb customer service as they will directly contribute to the customer experience through regular, transactional contact.  All roles are responsible for adherence to established financial controls.


    Setup:  Responsible for establishment of premium collection system records for new groups and changes as a result of amendments and renewals for all group products within assigned block of business.


    Receivables:  Responsible for ongoing application of received premium within the premium collection system within assigned block of business.


    Collection: Responsible for execution of collection activities for all customers within the EB Division.


    Contribute to the company’s success through excellent customer service and meeting or exceeding performance objectives for the following major job functions:


    All roles will perform service functions related to the life cycle of a policy including but not limited to:

    • Proactively communicate sensitive policy information and service options in a clear and effective manner to policyholders, producers, third party administrators (TPAs), field force and home office staff on based contractual provisions, regulations and other related policy information.
    • Utilize established procedures to ensure accurate policy administration in accordance with contractual provisions.
    • Research, evaluate and resolve policyholder and field force requests.
    • Identify and recommend alternative administration options and negotiate exceptions to established procedures with policyholders, field force and other home office staff.


    • Establish new group and system records.
    • Identify omissions in submitted materials and obtain necessary information to ensure billing and administrative accuracy.
    • Initiate and implement policy amendments by analyzing and resolving issues with policyholders, field force, underwriting and other home office personnel.
    • Interpret information provided by the field and underwriting; communicate administrative changes to policyholder and field force; prepare updated, revised billing statements; determine effective dates, billing modes and policy acceptance requirements in order to update system records to reflect changes in coverage.
    • Recognize the impact of policy changes to policyholder administration, commissions and claim adjudication.


    • Credit received premium appropriately based on product(s) and policyholder’s administrative setup;
    • Track and reconcile the application of premium disbursements;
    • Initiate policy audits to research and correct discrepancies;
    • Analyze and research date reports and clearing account entries for system and accounting errors and exceptions;
    • Make correcting entries to maintain data, system outputs and accounts within defined parameters;
    • Balance premium and accounting detail reports.


    • Identify and analyze outstanding premium;
    • Provide timely communication to policyholders of coverage lapses and terminations due to non-payment of premium;
    • Evaluate lapse, termination and reinstatement requests from policyholders, field force and home office staff in order to make legally defensible decisions based upon contractual requirements, established guidelines and control procedures and other factors;
    • Negotiate repayment plans or other satisfactory solutions to recover outstanding premium amounts from policyholders;
    • Review and update system based on information and premium received as a result of collection activities.

    Maintain and improve effective working relationships with policyholders, producers,          TPAs, field force and home office staff through proactive communication and problem     resolution related to accurate policy issue, administration and premium collection.


    Participate in special projects or assignments as required.


    Demonstrated skills: Perform detailed data entry and basic math functions with a high level of accuracy; provide superior customer service; plan and prioritize work to meet multiple deadlines; problem solve with  initiative;  work effectively within a team; and express ideas clearly both in group and individual settings, orally and in writing.

    Ability to: work within a high volume transaction environment, operate within a defined process, develop proficiency on billing and underwriting systems, develop and populate basic spreadsheets, operate professionally within sensitive situations (i.e., bankruptcies, non-payment of premium, terminations); understand current authority levels and the critical impact they have on the Company’s success.

    Working knowledge of: group contracts provisions, billing and billing support systems, spreadsheet and database applications

    Advanced knowledge of: 10-key, customer service skills by phone

    Education: High School diploma

    Experience: Two to three years relevant work experience including demonstrated customer service skills in a high production environment, or the equivalent combination of education and/or relevant experience.

    Professional Certification:    None.



    Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.


    For more information regarding your Equal Employment Opportunity applicant rights, click  here.


    Individuals with disabilities who need assistance or accommodation with the application process should contact HR Direct at 971-321-7871.  This number is only for the use of individuals with disabilities who need accommodation with the application process.  General inquiries about application status will not be addressed.


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