Case Manager (Life)- Work From Home

Job Family

Customer Service

Job Description Summary

Provide the highest level of personalized service to financial advisors by maintaining consistent and satisfactory relationships that help increase sales, retention, and market share.

Job Description

Responsibilities

• Work with assigned advisors to process and monitor new business submissions, answer post-sale questions, and manage issues through to resolution.
• Complete suitability review for annuity applications using system tool and set criteria for making decisions. (For roles supporting annuity products)
• Organize and prioritize workload to ensure case is processed, issued, and placed in a timely manner while managing agent expectations.
• Answer inbound calls and emails from advisors and field offices; provide superior service that demonstrate ownership, follow-through, and a positive tone.
• Communicate and correspond via phone and email with agents to obtain supplemental information, to explain requirements and to keep updated on pending business.
• Proactively provide updated information regarding status of contract, outstanding requirements, and transaction explanations. Use critical thinking skills to address unusual situations; escalate concerns and/or complex cases as necessary.
• Process transactions; meet speed of service and quality goals for each task function.
• Interact with teams across functional areas to facilitate timely responses to actions pending.
• Follow up with agents on policy delivery requirements to ensure policy is placed within specified timeframes.
• Provide information on a variety of complex agent service issues requiring knowledge of insurance products and transactions with a focus on agent satisfaction, quality, and efficiency. Consult with other departments as necessary.

Qualifications

• Associate’s degree in a business field or equivalent education/experience
• One year of financial services operations or related industry experience
• Excellent communication skills that are clear and professional – both written and verbal
• Strong customer service orientation with the ability to think as the customer and respond to advisors with a sense of urgency and professionalism
• Strong problem solving and decision making skills
• Attention to detail and the ability to multi-task
• PC skills for data entry, documentation, and navigation within multiple systems
• Proficiency using MS Office

Preferred Qualifications

• Knowledge of life and/or annuity products/operations
• Service delivery knowledge of pre and post issue workflows/timelines

Working Conditions

• remote environment
• Hours: 9:30 - 6:00 CST

The hourly rate for this position generally ranges between $20.00 -$22.00 Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based of 6% on the Company Bonus Plan/Individual Performance and is at the Company’s discretion. 

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

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