Legal & General America

  • Retirement Services Associate

    Job Locations US-MD-Frederick
    # of Openings Remaining
    Admin Services
  • Overview

    At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live.  As a recognized market leader of term life insurance, we’re working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.


    We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals, and challenging ourselves to achieve more.  We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.


    Handle all incoming service calls, emails and policy administration work while delivering prompt, accurate and exceptional customer service to all customers related to Retirement Services. Respond to all inquiries and follow-ups in a timely manner while meeting or exceeding pre-defined department and company standards. Assist with training Retirement Services Associates or LGA Customer Service on retirement products and services as needed. Assist with resolving exceptional policy related matters with superior results.

    1. Handle incoming calls from clients while providing exceptional customer service. Respond to written inquiries (including email box and faxes) in an efficient and professional manner with superior service, proper spelling and grammar usage.
    2. Research, analyze and resolve accounting, suspense transactions, benefit payments and exceptions related to benefit payment processing.  Work with the Finance Department as needed.
    3. Review and process policy changes within pre-defined productivity and quality standards. Changes include such items as retirement activations, address changes, return mail, beneficiary changes, benefit explanations, Qualified Domestic Relations Orders, benefit leveling, pop-up benefits, death claim processing, tax withholdings, deductions and tax reporting.
    4. Apply knowledge of annuity products, claims guidelines, verification of death processes, ERISA laws and regulations, concepts and guidelines to daily task processing and share this knowledge with both internal and external customers in order to accurately service them. 
    5. Process daily and monthly accounting reconciliation of all suspense accounts, cash clearing, disbursement and returned benefit payment accounts. 
    6. Monitor suspended policy activity and suspense accounts within pre-defined standards. 
    7. Review escalated issues before transferring to the Manager and assure all attempts to resolve the issue have been exhausted before calls/work are transferred. 
    8. Provide year-end 1099 Tax processing validation support. 
    9. Assist in updating procedure manuals, forms, correspondence templates and on-line help tools for all Retirement Services processes and functions. 
    10. Monitor mail/task activity daily to include management queue review and handling of documents. 
    11. Research and respond to customer inquiries in a timely manner. 
    12. Complete other projects and tasks as assigned by Manager.



    High school diploma or equivalent

    College preferred

    ACS designation preferred

    AAPA designation preferred



    4+ years experience in a customer service/administrative related position

    Life, Financial, Annuity, Retirement Benefits, P&C or Health insurance experience preferred

    Understanding of pensions, annuities and life insurance products preferred

    Understanding of ERISA law and regulations preferred



    Excellent communication skills, both verbal and written

    Strong customer service skills

    Analytical and technical skills

    Strong organizational skills and ability to prioritize

    Ability to work in fast paced environment

    Detail oriented

    Ability to work independently and within a team environment

    Effective decision making skills

    Knowledge of Microsoft Office (Word and Excel)


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