Policy Owner Services Associate

Horace Mann is seeking a detail-oriented and customer-focused Policy Owner Services Associate (POS Associate) to support the processing and maintenance of insurance applications and policy changes for existing Horace Mann customers.

In this role, you’ll play an important part in ensuring accurate policy administration, timely service, and a positive customer experience. The ideal candidate is organized, dependable, and committed to maintaining high quality and productivity standards while working in a fast-paced environment.

Key Responsibilities

Policy Processing & Administration

• Process new business applications and policy changes submitted to Policy Owner Services (POS).
• Perform accurate data entry for applications, policy updates, and maintenance requests.
• Review applications and requests for missing information or requirements.
• Process changes and corrections to policy dates, premiums, and payroll deductions.
• Obtain and update payroll slips as needed to ensure deduction accuracy.
• Handle policy administration requests for both current and legacy products.
• Issue approved applications as directed by underwriting.

Workflow & Quality Management

• Maintain all assigned work items within established service level expectations.
• Review workflows regularly to ensure accurate status updates and timely processing.
• Research and resolve errors or discrepancies promptly and accurately.
• Meet established productivity and quality standards, including:
• Monthly productivity scorecard of 80% or greater
• Monthly audit error rate of 5% or less
• No more than 3 Special Audit errors per month over the prior quarter

Customer & Agent Support

• Communicate professionally with Horace Mann customers and agents through written correspondence.
• Provide timely and accurate responses to inquiries and requests.
• Collaborate with internal departments to support smooth policy processing and issue resolution.

Qualifications & Experience

• High School Diploma or GED required
• Be able to type 45 WPM. 
• 1+ years of college preferred
• Previous experience in health or life insurance operations preferred
• Strong attention to detail and accuracy
• Effective written and verbal communication skills
• Strong organizational and time-management skills
• Ability to manage multiple priorities in a fast-paced environment
• Basic computer proficiency and data entry experience preferred

Additional Information

• Normal office environment
• Hybrid work arrangement (combination of in-office and work-from-home)

Pay Range:

• $18.80- $25.43/hr.

Salary is commensurate to experience, location, etc.

#APP