Distribution Case Manager

Brief Description

BetterLife, a member owned not for profit life insurance organization, is seeking a Case Manager to join their Distribution team. This role offers competitive salaries, a comprehensive benefits package, and a supportive work environment fostering collaboration and innovation.

Position Overview

The Distribution Case Manager is responsible for coordinating the end-to-end processing of individual life insurance and annuity applications from submission through policy issue and placement. This role involves managing a high-volume pipeline of applications, navigating underwriting guidelines, and communicating with agents and members to resolve issues and advocate for members.

What You'll Do

• Case Pipeline & Underwriting Coordination (50%): Manages a high-volume pipeline of insurance and annuity applications, coordinating medical requirements, carrier communication, and member updates to drive timely underwriting decisions and policy approvals. Reviews and organizes application data, routes necessary documents to underwriting, and ensures compliance with risk and compliance standards.

• Agent & Member Communication (25%): Coordinates with agents to resolve outstanding requirements, counter objections to underwriting decisions, and present alternative solutions. Communicates underwriting rationale clearly, challenges inconsistent decisions through the appropriate escalation path, and follows cases through to a final, documentable outcome. Responds to agent and member inquiries regarding case status, pending requirements, and policy details within established service-level standards.

• Compliance, Reporting & Process (20%): Contributes to audit-ready case files in the policy administration and imaging systems, ensuring all documentation meets recordkeeping and risk compliance requirements. Monitors pipeline metrics, surfaces trends or bottlenecks to leadership for process improvement, and supports the identification and reporting of potential suitability concerns or application irregularities to underwriting or compliance as required.

• Other (5%): Assists with onboarding new agents by explaining case submission requirements, underwriting guidelines, and workflow expectations. Participates in process improvement initiatives and documents updated procedures as workflows evolve. Performs other duties as assigned.

What You Should Bring To The Table

• Associate’s degree in business, finance, or a related field — OR — equivalent professional experience in life insurance operations or case management.

• Minimum two (2) years of experience in life insurance case management, new business processing, or a closely related underwriting support function.

• Working knowledge of life insurance underwriting processes, including medically underwritten case requirements (APS ordering, lab interpretation basics, financial underwriting documentation).

• Experience with fraternal benefit society products or member-facing insurance operations preferred.

• Experience navigating multi-carrier underwriting platforms or brokerage general agent (BGA) relationships preferred.

• Knowledge, Skills & Abilities:

  • Underwriting Process Expertise: Reads underwriting guidelines accurately, identifies case-specific requirements without prompting, and applies that knowledge to move cases forward rather than waiting for direction.

  • Pipeline Management: Maintains clear visibility into all active cases, flags aging requirements before they become problems, and keeps conversion rates and cycle times within target thresholds.

  • Customer Advocacy: Treats agents and members as partners, communicates proactively rather than reactively, and escalates on their behalf when underwriting decisions warrant a second look.

  • Objection Handling: Responds to agent and member concerns about underwriting decisions with accurate information, credible alternatives, and a solution-oriented approach that preserves placement where possible.

  • Risk & Compliance Mindset: Recognizes when a case raises regulatory, suitability, or documentation concerns and routes it appropriately without being prompted.

  • Attention to Detail: Catches discrepancies in application data, medical records, and issued policies before they advance or reach the member.

  • Proficiency with Microsoft 365 and the ability to learn policy administration or imaging systems quickly; experience with ImageRight, Applied Epic, or comparable platforms preferred.

Work Environment & Physical Requirements

This position can be performed 100% remote. It is performed in an office environment (could be done remotely) and requires prolonged periods of sitting at a desk and working on a computer. Individuals must be able to lift 15 pounds at a time.

Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.