Case Manager New Business

What You Can Expect In This Role

Provide professional, accurate and timely service to agents, distribution partners and internal and external customers, with a focus on efficient and effective end to end processes. Work with, navigate within and understand complex computer systems while maintaining high quality work. Responsibilities include but are not limited to: application review, case management, quality assurance and inbound and outbound call support/guidance.

• Use superior language skills to provide high quality customer service via telephone (inbound and outbound), email or written communication; conduct communication in a professional, pleasant and helpful manner; perceive, distinguish and empathize with emotions of customers.
• Process a variety of tasks, high volumes of work and inbound phone calls in a fast paced, time-sensitive environment.
• Process applications and corresponding paperwork; document any outstanding requirements. Apply premium and issue contracts.
• Independently conduct initial review and make decisions that fall within prescribed policies and limits. Determine when to involve others for items outside scope of authority.
• Proactively initiate telephone communication to build positive relationships and educate agents, advisors or customers regarding application status and outstanding requirements.
• Manage cases with a sense of urgency and commitment to accuracy; recognize high priority situations and respond accordingly.
• Accountable for making corrections, resolving problems or complaints and notifying individuals of action taken.
• For Policy Change, utilize accounting principles and practices to ensure accounts are in good standing and in compliance with suspense controls.
• Take ownership and accountability for achieving and maintaining daily production goals and decreasing total turnaround time. Monitor personal work to verify accuracy and ensure compliance with company standards and regulations, including understanding all changes (i.e., system, regulatory, rate, product, continuous improvement and transformational changes) that affect the company and industry.
• Maintain knowledge of the multiple platforms through which applications and funds are received.
• Analyze complex information, use resources to identify solutions and follow through on resolution of issues promptly and professionally.
• Perform due‑diligence to potentially identify fraudulent conduct and take appropriate actions to alert Legal and Compliance.
• Look for work process improvement opportunities by analyzing results, monitoring discrepancies and collaborating with team or peers for input in order to identify trends; work to implement solutions with manager guidance.
• Participate in ongoing training and development to maintain knowledge of New Business, system enhancements and professional skills. Show accountability for individual growth and development.
• Actively participate and collaborate during daily team huddles; commit to completing takeaways and follow up with the group.
• Support multiple customer bases that include distribution partners, external customers, third parties and internal partners.
• Use comprehensive knowledge of annuity or life contracts, government regulations and departmental policies and procedures to provide support to other teams and departments as volume and capacity allows.
• Provide training support for the team, including helping to train new team members when necessary.
• Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity).
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.
• Other duties as assigned.

• Bachelor's Degree Preferred
• 1-3 years' experience in a related field Preferred
• Customer centric mindset
• Strong communication skills, both verbal and written
• Superior ability to listen and be responsive to customers; ability to relay difficult decisions while showing empathy
• Strong sense of urgency
• Excellent decision making skills with the ability to solve problems…