Process Management As a partner in unclaimed property resources, Kelmar is fully equipped to provide support for unclaimed property programs in all operational areas. We offer a wide range of scalable support options, from project-based work and services specifically during times of high volume, to a complete outsourced solution. By using our resources to assist with process management and program administration, client states can focus on returning more property to owners. Kelmar helps manage all aspects of unclaimed property, from reporting through return of assets to rightful owners, and every step in between. Our process management services are customized for each program to increase efficiencies in every facet of a state s operation, including: Compliance Claims Processing Call Center Securities Reconciliation
Increase Process Management Efficiency with Compliance Services Support Since 2001, we have provided comprehensive unclaimed property compliance services for state unclaimed property programs. Our dynamic team of highly trained professionals includes acknowledged unclaimed property experts and innovators. With proven industry expertise, we have identified billions of dollars of unclaimed property on behalf of our client states. We are uniquely qualified to perform professional regulatory reviews of all categories of unclaimed property, including: General ledger Securities Life insurance/death benefits Emerging property types Leverage Technology: The KAPS unclaimed property management system provides a comprehensive holder compliance module for detailed tracking of all audit and compliance activities, advanced reporting capabilities, and features to help maintain communication with holders to encourage ongoing compliance. Contact us for more information about compliance services: info@kelmarassoc.com
Claims Processing An experienced provider of unclaimed property services since 2001, Kelmar helps programs to streamline claims processing workflows, increase productivity and tailor scalable solutions that integrate seamlessly with current unclaimed property operations. Our claims management services range from processing overflow claims during peak periods to complete claims outsourcing solutions. PROCESS MANAGEMENT Image documents submitted by claimants Initiate Claim First-Level Review Initiate new claims or assign documents to existing claims Distribute claims to processors for review Review documentation from claimants, including: Account Statements Address Verification Probate Records Identification Wills and Letters Testamentary Documents from Foreign Claimants Determine if additional evidence is required to satisfy claims Correspond with Claimants First-Level Approval Customize and send correspondence to claimants Based on a state s parameters for approving claims: Provide first-level approval on claim types (heirs, estates, businesses, joint owners, single owner) Calculate percentages of properties due by owner type
Call Center Our full-service claims support includes a state-of-the-art call center to handle incoming calls and inquiries from claimants. We help improve performance, accuracy and the overall customer experience with centralized service and support directly from Kelmar s office. Our call center resources are allocated on a daily basis to ensure timely handling of phone calls. Depending on peak volumes and client needs, the call center can address all calls or overflow calls only. Experienced Agents Fully-Equipped Work Areas and Supervisor Stations Data Security Training to Protect Personally Identifiable Information Detailed Reporting Capability Highly Trained Staff Integrated Software Reporting Tools Agents are trained and closely supervised to ensure consistency, best practices and security when: Performing searches Initiating claims Answering inquiries about claim status, payment information and providing general unclaimed property information (i.e., What is unclaimed property?) We leverage Xima Chronicall software to monitor call center services: Cradle to grave call histories Wait-time length notifications Agent and group timelines to monitor employees time Real time dashboards and standard reports to analyze call data We manage call center efficiency using dashboard tools with real-time statistics: Agent availability (talking, idle, do not disturb) Each agent s total talk and current talk times Call grid with caller id, active/hold status and idle time Total number of handled, placed, queued calls
Increase Process Management Efficiency with Securities Reconciliation Support Kelmar offers a variety of services related to the management of securities, including: Receipt verification and reconciliation to holder reports Data extracts developed to assist with reconciliation challenges stemming from years of unreconciled data Complete reconciliation of the state s current portfolio to the owners listed in its unclaimed property system Entitlement calculations on corporate actions and dividend payments Regardless of the unclaimed property management system used by your program, Kelmar can help you manage the securities reconciliation process, including eliminating report load backlogs and keeping up with ongoing maintenance. Leverage Technology: The KAPS unclaimed property management system provides a comprehensive interface module for managing securities, including the tools to manage securities pricing for system workflows and securities reconciliation, as well as to confirm that the system detail matches shares held. Contact us for more information about securities reconciliation: info@kelmarassoc.com