Sr. Life Case Manager

Job Summary

Case Managers provide new permanent product business support to key business partners. They independently manage cases by creatively resolving issues and negotiating underwriting offers (where applicable) while leveraging contacts and resources to ensure a desired outcome. Candidates must possess strong knowledge of the life insurance process and be able to troubleshoot problems causing cycle time delays. Responsibilities include timely communications, assistance in gathering outstanding requirements, and overall superior customer service. Case Managers are expected to utilize strong verbal and written communication skills to ensure cases move through the new business process promptly. This role requires working well in a team environment and has a direct correlation to the success of the account.

Duties and Responsibilities

• Negotiate underwriting offers with underwriting teams of Product Partners to provide the best opportunity for placement; review and assess requirements as needed

• Manage necessary components for the new business process, identifying cases needing special handling; manage daily workload emphasizing time management and quality

• Proactively follow up and provide communication to support advisor/distributor satisfaction; ensure cases progress from submission to placement efficiently with superior service

• Ensure policy issuance within required timelines

• Use expertise in life insurance processes, terminology, and technology to support and enhance daily operations

• Accept ownership and suggest innovative solutions to meet branch/client needs while handling new and different requests; explore opportunities to add value

• Ensure delivery requirements and payments for issued contracts are received timely

• Serve as a single point of contact to customers; receive and resolve complex and/or sensitive customer service inquiries, complaints, and problems accurately and promptly

• Proactively resolve any issues and inquiries

• Provide continuous scheduled telephone coverage as needed

• May be responsible for employee training and mentoring

• Perform other duties as assigned

Knowledge, Skills, and Abilities

• Minimum 5 years of experience with knowledge of the life insurance process for permanent products, including key impairments

• Working knowledge of desktop applications such as Outlook, Word, and Excel; knowledge of Smart Office and Salesforce.com is a plus

• Critical thinking skills with ability to identify and troubleshoot problems, comfortable with cases involving high complexity

• Excellent verbal and written communication skills; clear and effective

• Excellent interpersonal and relationship-building skills for interacting with internal and external clients

• Discretion when handling confidential matters (e.g., medical records)

• Ability to work independently in a fast-paced, multi-faceted environment while focusing on critical deliverables

• Comfortable in a team environment and supportive of corporate change