Life Insurance Case Manager

SUMMARY 

Responsible to maintain primary ownership of annuity, life and senior health cases which requires engaging in frequent communication and coordination between agents, insurance carriers, and internal resources. Responsible for setting their agent's expectations appropriately and providing a World Class Customer Service experience, based on our customer's expectations, throughout the service process.       

ESSENTIAL DUTIES AND RESPONSIBILITIES 

•    Case Management Functions: Receives and reviews new insurance applications for missing information, i.e., forms, signatures, policy criteria, etc., prior to submission to the insurance carrier; Orders and reviews underwriting requirements including Attending Physician Statements, Exams, supplemental forms and other medical requirements for submission to the insurance carrier; Conducts regular follow-up via phone primarily and email and/or website, on all outstanding underwriting requirements; Organizes and prioritizes workload to ensure case is processed, issues, and placed in a timely manner while maintaining frequent communication to manage customer expectations appropriately; Maintains internal processing database to document work activity and communication on all assigned cases. 

•    Agent Support Functions: Acts as a conduit for all issues associated with a case to include coordination with all internal departments; May have responsibility for reviewing issued insurance policy for accuracy before mailing to insurance agent; Follows up with insurance agents on policy delivery requirements, including application amendments, health statement, insurance premium, etc.; to ensure policy is placed within specified timeframe. 

•    Special Projects:  Work collaboratively with fellow staff to advance the values and mission of Futurity First by serving on relevant internal and external committees; Assists with special projects/assignments as requested by members of management. 

•    Performs other duties as assigned by management.

QUALIFICATIONS 

EDUCATION / EXPERIENCE 

Four (4) year college degree in business or a related field or equivalent combination of education and relevant experience 

Two (2) or more years of Life and Annuity Insurance experience.

SKILLS 

Knowledge of the general industry procedures, standards, systems, resources, practices and terminology. 

Knowledge of insurance services industries. 

Knowledge of general office forms, processes and procedures. 

Working knowledge of federal, state and local laws as well as industry regulations. 

Knowledge of using a variety of computer software applications, especially Microsoft Suite and MS Outlook software. 

Skill in negotiating and problem solving to resolve internal and external conflicts. 

Proficient computer skills (Microsoft Suite, MS Outlook, Adobe Acrobat software preferred). 

Skill in working effectively with inbound and outbound callers/customers. 

Skill in the use of office equipment including computer, fax, printer, scanner, telephone system, etc. 

Skill in maintaining effective working relationships with all customers, employees and the general public. 

Skill in working effectively with other company departments, internal marketing staff, home office personnel and agents. 

Ability to approach and communicate with a wide range of personalities in a professional and courteous manner. 

Ability to communicate effectively, both orally and in writing, in a constructive manner. 

Ability to maintain a high level of organization and attention to detail while remaining flexible and responsive when faced with multiple urgent requests. 

Ability to read, write and communicate English effectively. 

Ability to work independently, exercise independent judgment, make and execute decisions. 

Ability to actively contribute to team effort. 

Ability to be patient under frustrating circumstances and demonstrate controlled emotional affect in difficult situations. 

Ability to maintain all company policies, including all confidentiality and safety policies. 

Ability to engage in effective interpersonal interaction, verbal communication and written communication. 

Strong verbal and written proficiencies of the English language is required and bilingual (Spanish and English) preferred. 

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