TruChoice Associate Life Case Manager

About the role

Case Managers, Life provide new business support to key business partners. They independently manage cases by creatively resolving issues, negotiating underwriting offers (where applicable) while leveraging contacts and resources to ensure a desired outcome. Candidates must possess a strong knowledge of the life insurance process and be able to troubleshoot problems causing cycle time delays. Responsibilities also include timely communications, assistance in gathering outstanding requirements, and overall superior customer service.

Responsibilities

• Exercise discretion and independent judgment, including evaluating assigned functions and providing recommendations to leadership on business efficiencies and other items of importance.
• Negotiate underwriting offers with the underwriting teams of Product Partners to provide the best opportunity for placement; review and assess requirements as needed.
• Manage the necessary components for the new business process, identifying cases that need special handling.
• Manage daily workload with emphasis on time management and quality standards.
• Proactively follow up and provide communication to support advisor/distributor satisfaction; ensure cases progress from submission to placement in a timely and efficient manner with superior service.
• Ensure policy issuance within required timeline.
• Use expertise in life insurance process, terminology, and technology to support and enhance daily operations.
• Accept ownership and suggest innovative solutions to meet branch/client needs while undertaking new and different requests.
• Explore opportunities to add value.
• Ensure delivery requirements and payments for issued contracts are received in a timely manner.
• Serve as a single point of contact to customers; receive and resolve complex and/or sensitive customer service inquiries, complaints, and problems with quality, accuracy, and in a timely manner.
• Proactively resolve any issues and inquiries.
• Provide continuous scheduled telephone coverage as business needs dictate.
• May be responsible for employee training and mentoring.
• Perform other duties as assigned.

Requirements

• Minimum 5 years of experience with knowledge of the life insurance process for permanent products, including key impairments.
• Working knowledge of desktop applications such as Outlook, Word, and Excel.
• Knowledge of Smart Office and Salesforce.com is a plus.

Skills

• Critical thinking skills with the ability to identify and troubleshoot problems, and comfort with cases involving a high degree of complexity.
• Excellent verbal and written communication skills; clear and effective.
• Excellent interpersonal and relationship-building skills to interact with internal and external clients.
• Discretion while handling confidential matters (e.g., medical records).
• Ability to work independently in a fast-paced, multi-faceted environment while focusing on critical deliverables.
• Comfortable in a team environment and supportive of corporate change.

Pay

Pay range $26.44 to $28.85 per hour, based on experience, education, skills, and training.

Benefits

• Comprehensive benefits package including PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.