Case Manager

About the role

The Case Manager is responsible for managing the processing and administration of annuities. A Case Manager will deliver a superior customer experience to the distribution partners—agents or agencies—by ensuring annuity applications and post issue items are processed with the speed, accuracy and great communication that gives our agents peace of mind. In addition to assessing applications, the Case Manager will empower our agents by providing information, helping to resolve issues, and collaborating with the team to reach our full potential and achieve results.

What you'll do

·       Establish and maintain strong working relationships with assigned financial professionals and Regional Sales Directors, requiring high touch and personal communication. Leveraging relationship-equity for positive outcomes.

·       During the lifecycle of the application, serves as the primary point of contact with the financial professional.

·       Role functions as the liaison between the financial professional and ZINNA (TPA) and requires regular communication with the financial professional.

·       Takes complete ownership and serves as the subject matter expert of the new business and post issue process.

·       Supplying timely and informative service to producers and responds to phone and email inquiries related to New Business and Post Issue.

·       Monitors escalated issues to ensure resolution.

·       Continuously look for ways to expedite and improve our processes and services.

·       Ability to organize priorities daily, in a fast-paced environment. ensuring cases are processed and issued in a timely manner.

·       May have responsibility for reviewing issued policies for accuracy and maintaining reports to ensure new business is processed in a timely manner.

·       Ability to document processes and procedures keeping information up to date in multiple channels.

·       Ability to research issues and maneuver through multiple systems,

·       Work with internal and external auditors

Qualifications

• Bachelor’s Degree or 1-3 years of related experience.
• Outstanding customer service skills
• Excellent time management and organizational skills
• Excellent communication skills – both written and verbal
• Proficient in Microsoft applications (Word, Excel, PowerPoint)
• Insurance license required or ability to acquire within 180 days of hire

Skills/Competencies

• Strong organizational skills with elevated level of attention to detail
• Demonstrated persistency and ability to deliver results under pressure
• Excellent interpersonal, verbal communication and proofreading skills
• Proficient in Microsoft Office, etc.
• Knowledge of Salesforce
• Must be a flexible self-starter who can prioritize tasks, follow through and meet deadlines
• Ability to work independently with minimal supervision
• Ability to troubleshoot technology issues of producers

Physical Demands

• Normal office working environment, full time with some flexibility
• Occasional evening and weekend hours to meet deadlines
• Occasional travel is required
• Ability to type / perform data entry
• Ability to read from a computer screen and paper reports
• Express ideas and otherwise communicate with the spoken word