Case Manager

Overview

Manages, reviews, and processes life insurance applications during the new business process. Establishes and proactively maintains relationships with agents/producers and internal and external clients. Effectively answers questions about the insurance all aspects of the application process, providing accurate, detailed, and complete information. Works with minimal supervision and is empowered to make an established range of decisions, escalating issues to the manager when necessary and providing updates regularly.

Responsibilities

What you will do:

• Responsible for resolving inquiries received via telephone, e-mail, or written correspondence from agents/producers and other clients. Gathers, researches, and analyzes policy information to provide accurate information to each client.
• Determines case activation status, processes accounting items, researching additional items if needed before activation and payment to producer/agent. Identifies potential problems and makes decisions based on past similar cases, or escalates those situations that need management attention.
• Analyzes and approves cases from Underwriter, reviews for completeness and accuracy. Codes appropriate system to issue the case within established time service and quality guidelines.
• Takes action, recommending steps to agents/producers and internal and external clients that will move cases to completion.
• Leverages knowledge of complex systems and manual processes to verify, enter and approve life and health insurance policies so that they can be issued promptly to ensure compliance with state and federal guidelines.
• Analyzes and makes decisions on exception processing where precedent has not yet been established to ensure that we maintain compliance with privacy, legal, SEC, and Tax Ramifications guidelines. Identifies the cause of the exception and determines the appropriate course of action needed to correct the master record.
• Ensures compliance with state and federal life insurance guidelines, including producer licensing, replacement and 1035 exchanges.
• Performs all refund transactions and manually updates policy records to reflect accurate information including paid-to dates, premium amounts and draft information. Must have a complete understanding of the alternative solutions for a client including check by mail, EFT transfer, WIRE transfer and the accounting involved in completing each task.
• Identifies system or procedural problems and recommends improvements to benefit producers/agents, home office associates and clients.
• Reviews guardianship paper work, power of attorneys, collateral assignments, trust agreements and court orders to determine if the documents authorize the requestor to complete a transaction.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma - Required
• Associate's Degree - Preferred
• Proven success in a Specialist and/or Analyst role and/or comparable position. - Preferred
• Proven experience coordinating multiple projects/assignments simultaneously and completing assigned tasks accurately and on time. - Required
• Experience identifying and resolving problems where independent decision-making and self-initiative were demonstrated. - Required
• Demonstrated experience maintaining a calm and professional demeanor when handling stressful situations. - Required
• Demonstrated experience effectively handling customers and providing excellent service. - Required
• Proven strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions. - Required
• Must demonstrate strong attention to detail with excellent organizational skills. - Required
• Possesses and displays excellent verbal and written communication skills with the ability to convey/present information to internal and external customers in a clear, focused and concise manner while following proper rules of punctuation, dictation and style. - Required
• Ability to make repetitive motions of the wrists, hands and/or fingers. - Required
• Must cite examples of working independently and consistently meeting productivity and quality goals. - Required
• Demonstrated excellent verbal and written communication skills with proven ability to convey information to internal and external customers in a clear and concise manner while following proper rules of punctuation, diction and style. Ability to prepare correspondence, reports and forms using a prescribed format. Experience must include strong telephone communication and etiquette skills. - Required
• Proven ability to record and deliver information, to explain procedures, to follow oral and written instructions and to communicate effectively and efficiently. - Required

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None