Complex Case Specialist - Special Programs

Santander • Wilmington, MA

4d • $52,500 - $92,500

About The Position

The Complex Case Specialist, Special Programs, provides expert support to channel partners and members by educating stakeholders on products, services, and complex case solutions. The role serves as a key point of contact for pre-settlement cases, providing specialized guidance on catastrophic injuries, benefit preservation, trusts, and objections to workers’ compensation and liability settlements. The specialist works with internal and external stakeholders to advance cases through settlement while promoting CareGuard’s professional administration services.

The specialist owns an assigned subset of high-value, complex cases from initial referral through conversion, supports clients and channel partners, and works to convert referrals into members against assigned targets. The role also involves regular contact with settlement stakeholders, coordination with Business Development Managers, and participation in mediations or roundtable discussions when requested.

The position requires an associate’s degree in a related field or equivalent demonstrated through work experience, training, military service, or education. Applicants must be legally authorized to work in the United States full-time without employer sponsorship. The stated annual base pay range is $52,500 to $92,500, with exact compensation varying based on skills, experience, training, licensure, certifications, and location.

Requirements

• Associate’s degree in a related field, or equivalent demonstrated through a combination of work experience, training, military service, or education.
• At least 3 years of experience supporting sales efforts and serving as a direct point of contact to clients.
• At least 3 years of experience in the trust industry and/or workers’ compensation space.
• Experience articulating services and products to multiple parties at a mediation table.
• Analytical and multitasking skills.
• Ability to problem solve and think strategically.
• Strong selling and communication skills.
• Motivation to meet targets and convert cases.
• Knowledge of the settlement process in workers’ compensation and liability claims, including catastrophic injuries.
• Attention to detail and ability to identify opportunities and solve complex problems.
• Ability to work independently or as part of a team.
• Proficiency in Microsoft Office Suite products.
• Legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

Nice To Haves

• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Responsibilities

• Discuss, support, and/or sell products and services and address specific settlement needs with clients.
• Develop rapport with external stakeholders, provide concierge-level case service, and request new referrals.
• Influence the settlement process by presenting value-added services and complex-case knowledge to support stakeholder comfort with settlement.
• Own an assigned subset of high-value, complex cases from initial referral through conversion.
• Regularly follow up by phone and/or email with key settlement stakeholders about case status.
• Strategize monthly with Business Development Managers to address settlement objections and move cases forward.
• Convert referrals to members based on assigned targets.
• Serve as a direct point of contact for channel partners as needed.
• Maintain a basic understanding of types of trusts and the benefits they may provide in individual cases.
• Attend settlement mediations or roundtable discussions at the request of clients or management.
• Keep current with best practices and industry trends.
• Take a proactive and responsible approach to risk management.

Benefits

• Santander states that it offers a competitive rewards package and benefits designed to support employees, their families, and well-being; specific benefits are not listed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree