Case Manager - Annuity New Business

Sammons Financial Group • West Des Moines, IA

6d

About The Position

The Case Manager provides professional, accurate, and timely service to agents, distribution partners, and internal and external customers. The role supports efficient end-to-end processes through application review, case management, quality assurance, and inbound and outbound call support. It requires navigating complex computer systems while maintaining high-quality work in a fast-paced, time-sensitive environment.

The Case Manager reviews applications and paperwork, documents outstanding requirements, applies premiums, issues contracts, and independently makes decisions within prescribed policies and authority limits. The role proactively communicates with agents, advisors, and customers about application status; resolves problems and complaints; manages priorities and production goals; and monitors work for accuracy and compliance. It also involves identifying potential fraud, supporting process improvements, collaborating with colleagues, participating in training and team huddles, and assisting other teams and new team members as business needs allow.

Requirements

• Customer-centric mindset.
• Strong verbal and written communication skills.
• Superior listening and customer responsiveness, including the ability to convey difficult decisions empathetically.
• Strong sense of urgency.
• Excellent decision-making and problem-solving skills, including the ability to find innovative, win-win solutions.
• Ability to work independently and effectively with people of diverse personalities.
• Strong organizational skills and attention to detail.
• Ability to prioritize work and accurately manage a large workload in a fast-paced environment.
• Openness to coaching and constructive feedback.
• Ability to adapt to frequent change and maintain a future-focused mindset.
• Ability to work periodic overtime, sometimes with relatively short notice.
• Criminal background check required.
• Depending on business unit and securities-license circumstances, FINRA regulations require fingerprinting; a credit check is also required if the company is holding securities licenses.
• Candidates must not require immigration sponsorship or work authorization for this role now or in the future.

Nice To Haves

• Bachelor's degree preferred.
• One to three years of experience in a related field preferred.

Responsibilities

• Provide professional, accurate, and timely customer service by telephone, email, and written communication, using empathy and strong communication skills.
• Process a variety of tasks, high volumes of work, and inbound calls in a fast-paced, time-sensitive environment.
• Process applications and related paperwork, document outstanding requirements, apply premiums, and issue contracts.
• Conduct initial reviews and make decisions within prescribed policies and authority limits; escalate matters outside the role's scope.
• Proactively contact agents, advisors, and customers to build relationships and explain application status and outstanding requirements.
• Manage cases with urgency and accuracy, identify high-priority situations, and respond appropriately.
• Make corrections, resolve problems or complaints, and notify relevant individuals of actions taken.
• For Policy Change, apply accounting principles and practices to ensure accounts are in good standing and comply with suspense controls.
• Achieve and maintain daily production goals, help reduce turnaround time, and verify work accuracy and compliance with company standards and regulations.
• Maintain knowledge of platforms used to receive applications and funds, and stay informed about system, regulatory, rate, product, and process changes.
• Analyze complex information, identify solutions using available resources, and follow through promptly and professionally on issue resolution.
• Perform due diligence to identify potential fraud and take appropriate steps to alert Legal and Compliance.
• Identify process improvement opportunities by analyzing results, monitoring discrepancies, and collaborating with colleagues; implement solutions with manager guidance.
• Participate in ongoing training and development, and take accountability for individual growth and development.
• Participate in daily team huddles, collaborate, and complete and follow up on agreed takeaways.
• Support distribution partners, external customers, third parties, and internal partners.
• Use knowledge of annuity or life contracts, government regulations, and departmental policies and procedures to support other teams as volume and capacity allow.
• Provide team training support, including helping train new team members when needed.
• Embrace Sammons Financial Group Companies' shared values of Accountability, Connection, Openness, Respect, and Integrity.
• Maintain regular attendance and punctuality to meet service levels and workflow demands.
• Perform other duties as assigned.

Benefits

• Comprehensive medical, dental, and vision coverage, HSA and FSA options, and term life insurance.
• Competitive compensation with a performance-based incentive program tied to goals and individual and/or company success.
• 100% company-funded Employee Stock Ownership Plan (ESOP) and automatic enrollment in a 401(k).
• Friday afternoons off year-round, generous paid time off, and paid holidays.
• Paid development time, tuition reimbursement, and professional development opportunities.
• Volunteer time off and a company nonprofit matching gift program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed