Direct to Consumer Case Management Supervisor

Overview

At Banner Life Insurance Company, we lead with heart and ambition. Every day, we transform purpose into progress, guided by our unwavering commitment to be better for our customers, clients, and communities, not just today but long-term as well. Our people are the driving force behind everything we achieve. Their passion, purpose, and pursuit of innovation empower us to deliver cutting-edge solutions that support those we serve, ensuring we are here for you, here for good and striving for better. We’re a forward-thinking company energized by our work and how we show up for one another. Our culture is built on meaningful impact and genuine enjoyment, because we believe great work and great experiences should go hand in hand. By offering career development opportunities, comprehensive benefits, and programs that support your wellbeing, we help you thrive personally and professionally. We are here for you, here for good and here for better.

Responsibilities

• Support the D2C Sales Manager in the day-to-day management of the D2C Case Management cases and optimization of case activations to ensure that shareholder delivers a high-quality customer experience that complies to optimized productivity standards, robust compliance controls and exceeds pre-defined sales goals in support of shareholder’s growth ambitions.
• Monitor and coach Case Management team to KPI’s and Standards set forth by leadership, including analyzing call data and email quality giving feedback to Case Managers through bi-weekly 1:1’s and quarterly reviews.
• Adhere and achieve all Targets and Goals set to the Case Management division of D2C including but not limited to: Customer Satisfaction / time to resolution of cases / escalation resolution / average case handling time / etc.
• Partner with D2C Sales Management to identify opportunities where improvement of the technology, data analytics, and processes being used by the D2C Case Managers optimize completed application-to-activation success, vendor management and improve customer outcomes.
• Additionally, we seek out new technology processes and systems, becoming an expert in order to lead the team on process change.
• Support the continual improvement of case management models through the analysis of daily reports, identifying patterns, highlighting escalated policies to drive activation rates and update processes and procedures to full compliance with state and federal regulatory entities.
• Collaborate on SLA / SOP development and adjustments with D2C leadership for best in workplace standards while supporting a healthy customer lifecycle.
• Collaborate with Agent Supervisor to maintain D2C standards of excellence across the entire team.
• Aid in the identification, interviewing, and on-boarding of newly recruited staff. This includes ensuring new staff receive the required training to secure their life insurance license and continue education is successfully completed in a timely manner to maintain licenses/appointments.
• Perform all case manager duties/functions and delegate work/duties to case managers as appropriate to ensure daily SLA is met.
• Update and track any outdated SLAs and match the SLA to the needed processes and procedures.
• Validate systems and workflow to ensure all processes are functioning correctly and policy contract is 100% accurate. Identify any system weaknesses and define options to remedy.
• Work with IT to implement all system modifications.
• Participate in performance meetings with SLT and Digital Distribution Team on an on-going basis to provide thoughtful insight on process/system challenges, current trends identified, offer best practice adoption suggestions across peer departments within shareholder.
• Collaborate across department lines with peers and colleagues to foster positive relationships built on trust, integrity and mutual respect to ensure process efficiency and policy activations.
• Perform as the Broker General Agent (BGA) for the D2C business to its customers won through digital and Sales customer acquisition tactics (up-sell, cross-sell, retention of business, review and explain offer rationale, underwriting decisions and re-rates including duties requiring the function of a licensed sales agent for case retention, accurately communicate policy options including riders, coverage amount and term length and re-rates).
• Provide feedback and additional training to staff as needed and document staff performance.
• Review findings and identify problematic issues and resolutions with Department management.
• Maintain accurate knowledge of products and core competitors through market research.
• Acquire industry intelligence on competitor products, rates, sales, and strategies.
• Maintain accurate client records using Excel Spreadsheets and Salesforce CRM.
• Participate in shareholder continuing education courses as deemed necessary by Department management to include Underwriting Basics and Medical Terminology.
• Participate in weekly sales meetings and performance reviews with sales management.
• Process all other duties as assigned by Department management.

Qualifications

• High school diploma or equivalent
• Ability to obtain Life/Health Insurance Producer’s license within 30 days from hire date
• Experience/Knowledge: 5 years of experience in a case management or customer service related position, 2 years Sales Force experience, 3 years leadership experience in Case Management, projects, escalations, etc., 2 years in Sales Experience using computers and navigating among multiple systems and screens
• Skills: Excellent verbal and written communication skills, including well developed interpersonal skills, Strong relationship management skills, Thrive in a fast-paced, high-energy Sales environment, Demonstrated time management skills and the ability to manage multiple priorities, Ability to work independently and within a collaborative environment, Proficiency with Microsoft Office Suite (Word and Excel)