Case Support Specialist

Responsibilities

• Coordinate and obtain required information (documents, signatures, medical or financial details) from applicants, agents, and vendors to prepare cases for underwriting decisions.
• Communicate professionally and timely via phone and email to provide status updates and resolve outstanding requirements.
• Utilize multiple systems to review, document, and update case information accurately.
• Serve as a point of contact for case-related questions, issues, and escalations, partnering with internal teams to support resolution.
• Act as a liaison between New Business, Underwriting, agents, external vendors, and leadership to ensure smooth case progression.
• Build and maintain effective working relationships with internal and external partners through collaboration and clear communication.
• Interact with third-party vendors including labs, medical facilities, government agencies, and other service providers.
• Contribute to process improvement initiatives by identifying opportunities to simplify workflows, enhance documentation, and improve turnaround time.
• Aid in the creation, maintenance, and adherence to process and procedural documentation.
• Participate in change management initiatives and support implementation of new or enhanced processes.

Qualifications

• 1–2 years of experience in the life insurance industry or carrier operations.
• A high school diploma or equivalent required; some college coursework preferred.
• Strong computer proficiency and data entry accuracy.
• Proficient in Microsoft Office applications and web-based systems.
• Ability to manage multiple priorities with competing deadlines.
• Strong written and verbal communication skills.
• Experience using FAST, AS400, LifeNotes, LifeDesk, Salesforce, or similar systems.
• Demonstrated ability to remain calm, professional, and productive in fast-paced or high-stress situations.
• Strong problem-solving skills with the ability to analyze information, identify root causes, and recommend solutions.