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About the Role
The New Business Case Manager is responsible for the end-to-end processing of new business applications to support producers. This position requires high-touch service, relationship management skills, and consistent, positive customer relationships, including handling escalations.
Responsibilities
- Answer inbound customer service calls regarding Foresters Financial new business activities.
- Determine caller needs, provide support, and achieve timely resolution, aiming for one-call resolution.
- Manage the case management process seamlessly for the producer.
- Review new business applications and initial premium payment arrangements for completeness and accuracy, keeping the producer informed.
- Gather, process, and enter information for Underwriting decisions.
- Coordinate certificate issue and delivery requirements, keeping the producer informed.
- Proactively manage producer expectations regarding service requests through effective communication.
- Act as a coordinator for navigating new business workflow processes.
- Manage assigned applications/certificates from application set-up to settlement.
- Review documentation/requirements for completeness, accuracy, and take necessary actions.
- Manage follow-up for missing or incomplete documents.
- Review, investigate, process, and track delivery requirements.
- Process policy changes within established timeframes.
- Archive electronic documents, including case-specific emails.
- Proactively support or recommend process improvements and efficiencies.
- Provide constructive feedback to peers, leadership, and stakeholders on process improvements.
- Update documentation related to process improvements.
Requirements
- College diploma or related work experience.
- 3-5 years of experience in customer service.
- Ability to collaborate with internal and external customers to find the best solution.
- Positive, enthusiastic, and team-oriented mindset.
- Ability to organize and prioritize daily responsibilities and meet tight deadlines in a fast-paced environment.
- Excellent attention to detail and analytical skills.
- Results-oriented and motivated to meet daily production targets.
- Demonstrated professional and customer service-focused demeanor.
- Experience servicing US life insurance applications.
- Sound knowledge and expertise in the aligned departmental role.
- Strong understanding of Life Insurance products, services, systems, and regulatory requirements.
- Ability to recognize and communicate discrepancies.
- Strong analytical and problem-solving skills, with the ability to identify issues and present solutions.
- Proven ability to independently resolve customer/producer escalations, including root cause analysis, remediation, mitigation activities, and solutions.
- Consistent achievement of high key performance indicators.
- Approachable and demonstrated ability to build rapport to earn producer’s trust.
- Ability to effectively collaborate with customers and internal stakeholders.
- Provide high-quality customer service by remaining knowledgeable of current guidelines and processes.
- Provide product and process education.
- Demonstrate responsiveness and follow up on commitments.
- Results-oriented with strong attention to detail.
- Ability to understand and balance both short and long-term impacts of decisions, actions, and priorities.
- Flexible to changing priorities and work demands, including various work schedules.
- Ability to multi-task with strong time management abilities to meet tight timelines.
- Strong verbal and written communication skills (particularly through phone and email interactions).
Skills
- Customer service
- Relationship management
- Communication (phone, email)
- Problem-solving
- Analytical skills
- Time management
- Multi-tasking
- Attention to detail
- Process improvement
- Life insurance products
- Regulatory requirements
Location
- Hybrid
Work Type
- Full-time
- Hybrid
Experience Level
- 3-5 years
Education Level
- College diploma or related work experience
- LOMA or NAILBA certification (preferred)
Salary/Compensations
- $50,000 - $65,000
Benefits
- Discretionary variable incentive plan
About the Company
- Foresters Financial is committed to sustaining an equal opportunity environment for all job applicants.
- Foresters Financial embraces Inclusion, Diversity and Equity (IDE) as a core strategic objective.
- Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities.
Equal Opportunity
- Equal Opportunity Employment and Inclusion
- We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.
- Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email accommodations@foresters.com in advance of your appointment.