• Job Description

  Req#: R0009456

  At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

  We encourage you to become a part of VyStar Credit Union's family of employees.

  Member Solutions Claims Supervisor

  ACCOUNTABILITY STATEMENT The Member Solutions Claims Supervisor is responsible for the monitoring and daily administration of the duties associated with refunds, claims, payment posting, general ledger reconciliation, associated with Guaranteed Asset Protection (GAP), extended warranties (IWS), CUNA life & disability, Indirect Dealer Products, Open Lending insured loans, Collateral Protection Insurance, Auto ID and any additional products that may be added in the future. This role provides support to all Consumer Lending Departments to attain individual, departmental, organizational goals and maintains a high level of engagement within VyStar's Consumer Lending Leadership team. The incumbent provides efficient quality service to our members both internal and external by maintaining a reconciled balance in the associated general ledger accounts pertaining to ancillary product refunds and claims. The incumbent will work in cooperation with other departments in the reconcilement process and follow standard accounting process and procedures. The incumbent must use good judgment when processing general ledger transactions, when no external direct member contact is available. The position will ensure compliance of VyStar’s policies and procedures as well as State, Local and Federal Regulations. This includes the timely, risk and cost management of the activities associated with the functions assigned to this group. Must possess and consistently demonstrate proficiency in the activities related to payment processing, general ledger reconciliation, and vendor relationship building while maintaining compliance with VyStar's internal policies and procedures. The incumbent must ensure the activities conducted within the Claims Team meet or exceed the assigned department goals and objectives in alignment with the Annual Operating Plan. The coordinator will be responsible for the achievement of quantitative, quality and effectiveness goals for the unit the incumbent will report directly to the Member Solutions Claims Manager.

  ESSENTIAL FUNCTIONS

  Refund Processing:

  • Responsible for all refund processing, including guaranteed asset protection, extended warranties, CUNA life & disability, Indirect Dealer Products, Open Lending insured loans, Collateral Protection Insurance, Auto ID and any additional products that may be added in the future
  • Monitor and process ancillary product refunds received from vendors
  • Prompt communication and follow-up with vendors, members, insurance companies and all other necessary parties concerning outstanding refunds and remittance to all products
  • Responsible for documentation to all to various systems such as Atlas and Temenos

  Claims Processing:

  • Responsible for all aspects of claims processing, including guaranteed asset protection, extended warranties, CUNA life & disability, Indirect Dealer Products, Open Lending insured loans, Collateral Protection Insurance, Auto ID and any additional products that may be added in the future
  • Submission of Claims
  • Prompt communication and follow-up with vendors, members, insurance companies and all other necessary parties
  • Responsible for documentation to all to various systems such as Atlas and Temenos

  Remittance and General Ledger Reconciliation:

  • Processing month-end remittance for all ancillary products
  • Research all discrepancies and submit any applicable service requests
  • Promptly follow-up on all outstanding items until resolved
  • Submit and process all cancellation requests for all ancillary products that may be outstanding
  • Monitor weekly general ledger schedules and research and/or resolve any outages
  • Maintain open communication with Accounting and various departments on all associated general ledgers
  • All duties are to be handled within the expected timeframe

  Insurance Check Processing:

  • Ensures prompt and efficient processing of all insurance checks received on a daily basis
  • Performs all necessary research and/or follow-up with the insurance company or the member as needed
  • Updates any tracking or reporting systems to include releasing the lien to the insurance company concerning Collateral Protection Insurance claims
  • Initiates all claims processes impacted accordingly

  Loan Maintenance/Services all consumer loans:

  • Maintains knowledge of all service request types
  • Promptly processes and follows up on all pending service requests
  • Actively works the various reports, performing all necessary actions up to and including removal of flags or insurance tracking status changes
  • Answers incoming calls pertaining to ancillary product claims and refunds
  • Processes and handles member correspondence
  • Displays a commitment to excellent member service and strong interpersonal skills by building and maintaining positive relationships
  • Effective verbal and written communication skills
  • Responds to inquiries and requests in a timely manner

  Additional Duties:

  • Performs other duties as assigned
  • Adhere, and ensure team members adhere, to all company policies, procedures and business ethics codes. Ensures department employees comply with all applicable, company policies and procedures, state and federal laws including but not limited to FDCPA, FCCPA, TCPA.
  • Maintain strict adherence and compliance to all laws, rules, regulations, policies, procedures and internal controls specific to the role
  • Stays up to date on all current, applicable industry standards
  • Continually find opportunities for ongoing professional growth and learning
  • Proactively find ways to support the department goals and work collaboratively with co-workers
  • Effectively manages time and resources
  • Proactively ensures that the department s supplies are fully stocked; order departmental supplies as needed
  • Provides leadership, direction, ongoing training and coaching of claims employees to ensure the achievement of department goals and objectives.
  • Actively participates, develops, implements and assists with the monitoring of department service levels and productivity.
  • Reviews team member’s productivity, daily performance activity, attendance and punctuality.
  • Develops and implements strategies designed to maximize recovery, increase efficiencies and reduce loss.
  • Maintains effective communications with all credit union employees to ensure coordination and exchange of information, promote teamwork, cross-training, and effective communication to accomplish department and section goals.
  • Trains, monitors, coaches and develops the Claims Team on applicable procedures, on-line collection systems including Temenos, Atlas, and PSCU. Is responsible for conducting on the job training, and acting as a role model for team, to ensure the staff is delivering a consistent high level of quality service to our members. Trains, monitors, coaches and develops staff on a daily basis. Monitors these techniques and daily performance of staff and recommends areas of opportunity when needed.
  • Answers members’ questions and resolves escalated member issues regarding VyStar services, policies, and procedures.
  • Is visible and accessible on the floor for the Collections Department to be able to respond to questions and work needs.
  • Works to create a positive work environment to promote team synergy, accountable for conflict resolution, and prepares/ administers disciplinary write-ups as needed.
  • Conducts timely team meetings to ensure the team is informed of the most up to date and new processes and procedures as needed.
  • Encourages and supports employees to exercise decision making authority that is given to them by encouraging them to make judgments and decisions in the best interest of the member and organization by always doing the right thing.
  • Actively participates in VP/Manager/Supervisor meetings to discuss process improvements and procedure changes to identify and eliminate inefficiency.
  • Closes and balances branch daily business. Investigates and resolves out of balance situations concerning the VeriFone credit/debit card machine and Collections Department general ledgers.
  • Interviews job applicants as needed.
  • Responsible for preparing and administering all annual reviews for all direct reports.
  • Assumes duties of the Member Solutions Claims Manager or VP Member Solutions Claims and Recovery in the event of absence within the scope of authority assigned or as designated.

  • Cooperates with state, federal, and internal examiners and/or auditors in routine credit union examinations and audits.

  “Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.

  • Focus Focus your full attention by carefully listening to and observing your client or member.

  • Connect Consistently be friendly and approachable. Demonstrate you care.

  • Understand Listen empathetically and ask questions. (70%/30%)

  • Counsel Recommend solutions based on your clients or member’s needs and objectives.

  • Advance Ensure that member's expectations were exceeded.

  Verify necessary follow-up action.

  JOB KNOWLEDGE, SKILLS & ABILITIES

  • Ancillary product knowledge and vendor experience preferred.
  • Strong proficiency in Word and Excel skills is required.
  • Incumbent must be an organized self-starter with good problem solving, strong communication, and member services skills.
  • The candidate must be able to research, and effectively prepare and present oral and written reports, presentations, and recommendations based on the findings.
  • Capability and willingness to work remotely as needed

  EDUCATION

  • The minimum education requirement is an Associate Degree in a business-related area; experience can be substituted at a 2:1 ratio. BA degree in related business field is preferred.
  • Demonstrated ability to multi-task, handling multiple tasks simultaneously; re-prioritizing tasks as business needs dictate to meet critical deadlines.
  • Must be able to work independently, have strong critical thinking, decision-making, problem solving and people skills.
  • Excellent work history and attendance record required.

  DISCLAIMERS AND WORK ENVIRONMENT

  Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount force constantly to lift, carry, push, pull or otherwise move objects.

  VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

  No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

  Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

  Thank you again for your interest in this position!

  VyStar Credit Union Human Resources

• About the company

  VyStar Credit Union is a member-owned financial cooperative that is headquartered in Jacksonville, Florida.

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