Case Manager III

Alliant Insurance Services•Omaha, NE

3d•Hybrid

About The Position

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 to assist in the review and evaluation of documents, data to identify and resolve problems. 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.

Requirements

Four (4) year college degree in business or a related field or equivalent combination of education and relevant experience
Five (5) or more years experience in Underwriting, Life and Annuity Insurance experience
Previous project coordination/management experience and/or financial industry experience
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 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 work independently, exercise independent judgment, make and execute decisions.
Ability to actively contribute to team effort.

Responsibilities

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
Prepares value-added metrics and reports as needed
Assists in the training and in the implementation of training concepts such as best practices process and procedures.
Interface with New Business Department on annuity and life case information as it is received
Coordinate and process annuity and life applications in accordance with requirements set by annuity carriers within each applicable state
Communicate and work with key personnel at carrier home offices, agents and advisors regarding information needed to complete, issue the applications as well as status reports throughout the process
Assist with maintaining and update the system with information regarding the processing of all policies, agent contact information, and policy status.
Take ownership of the case management process and provide feedback on improving service to our internal and external partners.
Support the case management service team by providing additional support to other case managers. This could be training, overseeing their daily work and providing suggestions on improving service within the department. Keeping management aware of issues within the department and providing feedback.
Acts as a conduit for all issues associated with a case to include coordination with all internal departments
Reviews 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.
Provide initial contact with agents on all cases received and establish/communicate expectations
Identify and communicate with agents throughout the process regarding items left to complete during processing
Research answers to agent inquiries and status requests; and support agents with information and updates on incentive programs.
Work with specific high-producing agents to support their very specific needs. If necessary, provide an initial review of an agent’s business to determine if anything is missing or incomplete.
Develop and maintain procedures and the department’s desk manual to support FIG’s position to be a proactive partner with carriers and assist staff in expediting cases
Develop, maintain, communicate and if necessary, train other staff on the procedures and the desk manual regarding all steps and processes involved in the processing of annuity applications, including transfers, conservation, carrier turnaround, policy delivery, commission payment schedule, and carrier and/or state required form`s
As needed, provide support to the annuity and life new business department
Attend all designated company and department meetings.
Work collaboratively with fellow staff to advance the values and mission of Senior Market Sales 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.