Sr Customer Professional II-U

Case Manager Opportunity

We have a Case Manager opportunity on our Insurance New Business team. In this role you will independently work to serve as the first point of contact on pending insurance and disability policies for advisors and internal partners regarding status updates, requests, policies and procedures, and service issues on an inbound phone and chat queue. This team operates in a fast-paced, customer-focused environment, and ensures accurate processing and quality for our advisors and clients experience.

Remote work is considered for qualified candidates. Applicants must be willing to keep business hours in either the Eastern, Central or Western time zone.

Key Responsibilities

• Independently serve as first customer point of contact regarding service issues, assist in troubleshooting issues, and enter complex service requests into appropriate systems for resolution by appropriate service partners. Ensure that all pertinent information is gathered and accurately entered to ensure prompt resolution.
• Educate advisors and internal partners on newly-enacted services, systems or procedures as they arise to facilitate efficient self-service. Serve as a key resource for customers on company or product policies and systems, and troubleshoot more complex usability issues raised by customers.
• Respond directly to information requests initiated by customers utilizing a variety of systems. Provide information to clients, advisors, or other relationship partners, and work with appropriate internal partners to resolve any outstanding questions.
• May process complex service transactions, or resolve account service casework which have been initiated by web-based or paper forms applying computer applications in a timely manner in order to meet or exceed service goals.
• Interact directly with advisors and internal partners, predominately via a fast-paced, in-bound phone and chat queue, to provide accurate and immediate solutions to transaction and service request. Use appropriate internal computer applications, and enter all information in the appropriate system for tracking and archival purposes.
• Train peers on processes and procedures via e-mail, phone, and in-person regarding service policies and procedures, systems knowledge, and customer service skills. Identify process improvements and partner with appropriate resources to implement solutions.

Required Qualifications

• High school or equivalent
• Excellent customer service skills that include the ability to explain complex policies or concepts in a straightforward, easy-to-understand manner
• Strong written and spoken communication skills
• Demonstrated ability managing multiple priorities in a fast-paced environment
• Demonstrated skill troubleshooting and identifying and resolving root cause issues

Preferred Qualifications

• 1 - 3 years relevant experience
• Previous customer service experience
• Strong verbal and written communication skills
• Strong organization skills
• Ability to multi-task

Visa Sponsorship

Applicants must have a valid work authorization that does not now, or in the future, require visa sponsorship for employment in the United States (e.g., H-1B, F-1 CPT, F-1 OPT, TN).

In-Office Collaboration

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least four (4) days per week, with flexibility to work from home one (1) day per week.

Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during…