Key Responsibilities

• Receive and handle telephone calls on the FEGLI customer service 800 #.
• Make return telephone calls as required to handle the original customer inquiry.
• Use FEGLI claims system to access information required to handle customer inquiries; identify OFEGLI case owners; enter comments into comment window; and complete and print or send phone slips as applicable.
• Build new claims as well as review and process noncomplex claims (such as single or multi beneficiary or dependent coverage’s) Consult with Manager on special customer inquiries.
• Determine if customer inquiry needs to be referred for follow-up. Review and determine next steps on expired call ups and perform any necessary follow-ups regarding the claim.
• Clearly and concisely communicate content of inquiry and levels of urgency to data and CMS owners via phones slips and comments.
• Send and receive (standardized) e-mail for communication with agencies/OFEGLI staff and managers.
• Processing incoming mail for new and existing claims.
• Write manual letters and correspondence on FEGLI life claims. 
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