Life Insurance Policy Application Representative

About GPM Life Insurance

GPM Life is a Northeast San Antonio based life insurance company with an emphasis on providing excellent customer service to policyholders/customers, agents, and the GPM Life team. GPM Life offers a competitive benefits package including medical, dental, vision, group life insurance, and a 401(k) plan with a company match. GPM Life employees work 39 hours/week Monday through Friday. (Friday-employees work 5 hours.)

About The Position

This position is an entry-level position in the New Business department. The role is fast-paced and requires exceptional accuracy and attention to detail. The successful candidate will be a reliable and conscientious professional, accountable for the accuracy and quality of completed work.

Key Responsibilities

• Review new life insurance applications for completeness and accuracy, thoroughly review that all incoming documents match the system, and document applications details to the file.
• Learn and implement the Company’s New Business protocol for applications that are Not in Good Order (NIGO).
• Manage workflow to maintain efficiency and ensure all processing aligns with HIPAA guidelines.
• Identify, communicate promptly, and resolve all discrepancies and outstanding requirements to prepare the application for Underwriter review.
• Manage the workflow of pending life insurance applications based on outstanding requirements to ensure timely processing and readiness for underwriting.
• Become proficient in system codes and update as necessary to communicate requirements for the agent to review.
• Document all communication with the agent.
• Properly image documents to update the file and forward to the Underwriter for final assessment.
• Ensure all system notes are consistent with the notes in the electronic file.
• Proficiently complete medical record orders based on Underwriter discretion to support the underwriting process.
• Submit medical record orders and follow up with vendors for status updates, additional requirements, and order completion.
• Communicate to the agent the need for a special release form to be signed by the client.
• Update vendor portal for accuracy and upload documents to ensure proper recording for finalized medical records for Underwriter review and final assessment.
• Understand and apply the medical exam procedure by following up on outstanding medical exam requirements with the exam company directly or with the agent.
• Document all correspondence in the system and Underwriting worksheet to track delays or discrepancies in accordance with the 30-day timeframe.
• Compare exam information to the application for consistency.
• Verify Para Med and lab results are accurate and recorded.
• Determine appropriate handling of exam documents.
• Handle requests for copies of labs completed through another carrier.
• Professionally handle incoming telephone calls and emails quickly and efficiently, delivering high-quality customer service by providing status updates on pending applications and assisting with agent inquiries.
• Accurately record clear and concise notes in the system and on the Underwriting worksheet to document issue instructions and facilitate communication among case managers.
• Perform any additional functions necessary to ensure satisfactory service to agents on behalf of the customer.
• Master the replacement protocols for all disclosed and undisclosed replacements of life coverage—both internal and external—in compliance with state regulations.
• Review all replacement documentation for accuracy and completeness.
• Submit replacement cases to the supervisor for review and approval.
• Ensure all replacement processing adheres to state-mandated regulations.
• Master understanding of the final review process to ensure accurate and error-free issuance.
• Verify all details for correctness before policy issuance.
• Document agent instructions regarding Final Issue instructions and changes due to rated approvals or age changes.
• Prepare necessary amendments, letters, memos, refund checks, premium payments, and other correspondence.
• Initiate withdrawal of the application in accordance with product-specific withdrawal time frames for any unfulfilled requirements.
• Develop a comprehensive understanding of the end process and the sequential steps for policy mailing.
• Sort, prepare, and assemble new policy pages for designated products, ensuring accuracy and inclusion of any additional documents signed and received after application submission.
• Prepare contracts in accordance with New Business procedures.
• Conduct a thorough review to confirm documents are properly recorded and invalid documents notated, Underwriter’s approval is verified, and illustrations are in good order.
• Communicate any errors to the Supervisor to refer to the Actuarial department for resolution, as needed.
• Audit and mail issued policies within 24 hours of printing, subject to adjustment during peak periods with heavier workloads.
• Mail issued policies to the agent or policyholder.
• Resolve applications issued with any errors by obtaining agent confirmation of changes or corrections.
• Handle corrections by referring to the Policy Change Department or by reissue under a new number.
• Correspond with the agent on reissue or correction procedures, possible refund, or request for additional funds, and obtaining any additional documentation to properly complete changes.
• Assist Underwriters as needed with Underwriting duties to include phone calls, letters, documenting agent inquiries, and special requests.
• Provide backup to other positions in the department.
• Collaborate to share and balance daily tasks among the team, ensuring smooth workflow and team efficiency.
• Perform other duties assigned.

Requirements & Tech Stack

• Proficient computer skills including Word and Excel experience.
• Willingness to train on-the-job.
• The ability to work independently and as part of a team.
• Strict attention to detail in all work completed.
• Strict adherence to confidentiality and privacy rules is required.
• Effective communication and customer service skills.
• Time management and organizational skills.
• Great people skills.
• Professional demeanor.

Qualifications

• High School plus some college or equivalent.
• Requires a minimum of 2 years customer service experience.
• Requires a minimum of 2 years clerical/administrative experience.
• Experience in a life insurance environment preferred.