Case Manager

Crump

About The Position

Why Crump? We understand that our teammates are more alike than we are different and that we are One Crump. Supported by leading technology tools and a collaborative work model, we empower our people to serve clients and support each other. Strong brands are built through consistent delivery of a company’s value proposition – for both its employees and its customers. At Crump, we believe in investing in the teammates who work for us, supporting the business goals of the myriad professionals who work with us so they can best meet their clients’ needs, and bettering the communities that house our teammates. These beliefs have allowed Crump to maintain our standing as an industry top performer, not only as measured by sales results but, more importantly, by consistent customer and employee satisfaction and retention. Job Summary Maintains primary ownership of cases during the underwriting process which requires engaging in frequent communication and coordination between insurance agents, insurance carriers, and internal resources. Responsible for setting agents expectations appropriately and providing an exceptional service experience throughout the process.

Requirements

Effective interpersonal and written communication skills
Ability to provide excellent customer service to both internal and external customers
Effective time management skills
Ability to prioritize and accomplish multiple tasks simultaneously
Capable of working independently as well as in a team environment
Ability to work in a self-directed fashion
Experience with PCs in a Windows environment
Demonstrated proficiency in basic computer applications such as Microsoft Office software products
Ability to analyze problems and develop solutions
Ability to communicate with individuals at all levels of the organization
Bachelor's degree or equivalent education, training and work-related experience
Proficiency with office equipment including fax machines, copiers, telephone systems, etc
Two years of customer service experience
Demonstrated history of customer relationship management success
Ability to work without close supervision and to exercise independent judgment and problem solving in a professional area
Strong attention to detail and accuracy
Ability to communicate precisely and professionally in both verbal and written communication with internal and external customers
Ability to react to change in a productive and positive manner
Ability and willingness to support department to accomplish team goals
Ability to analyze case information and determine necessary actions and next steps
Proficiency with Adobe, use of SharePoint sites, internet/web searches and video conferencing

Nice To Haves

Prior insurance experience

Responsibilities

Reviews new insurance applications for missing information, including but not limited to forms, signatures, key underwriting questions and data.
Reviews and analyzes underwriting requirements including Attending Physician Statements, exams, supplemental forms, etc. to determine if additional information or requirements need to be obtained to complete the underwriting process.
Conducts regular proactive case follow-ups via phone primarily and email secondarily, with insurance agents, vendors, internal resources, and carriers.
Organizes and prioritizes workload to ensure cases are processed, issued, and placed in a timely manner while maintaining frequent communication to manage customer expectations appropriately.
Utilizes agency management system to document all work activity and communication for all in-process cases.
Acts as a conduit for all issues associated with a case to include coordination with all internal departments.
May have responsibility for reviewing issued insurance policies for accuracy.
Follows-up with insurance agents to ensure requirements necessary to activate insurance coverage are received within specified timeframe.
Takes the initiative to review other than applied for offers on term cases to determine if alternatives exist.