Sales Case Manager

Banner Life family of companies•Frederick, MD

4d•$55,200 - $65,000•Hybrid

About The Position

The Direct Business Case Manager oversees life insurance applications from start to finish across online and direct-to-consumer channels. This role ensures each case is processed accurately and efficiently—from submission through approval and activation—while supporting a strong customer experience. Acting as both a case manager and licensed resource, you help keep applications on track, collaborate across teams to reduce delays, and identify opportunities to better meet customer needs and support business growth.

Requirements

High school diploma or equivalent required
Must obtain Life & Health Producer License within 30 days
Minimum 3 years in case management, insurance operations, or equivalent customer-facing role
Technical aptitude with experience in multi-platform operations
Salesforce or other CRM proficiency
Microsoft Office
Ability to manage high-volume, fast-paced workflows
Strong multitasking and prioritization abilities
Ability to work collaboratively

Nice To Haves

Sales experience preferred
Working knowledge of underwriting, medical terminology, or insurance preferred

Responsibilities

Own the full lifecycle of Direct to Consumer (D2C) life insurance applications—from submission through underwriting, policy issue, and activation. Ensure policies are processed accurately, compliantly, and within established SLAs.
Act as the internal case expert by reviewing and validating new applications, coordinating underwriting requirements and follow-ups, managing policy issuance and placement, supporting reinstatements and resolving billing or banking issues.
Ensure timely progression and resolution of all cases across D2C channels.
Communicate underwriting decisions clearly and professionally to customers via phone and email. Explain outcomes, re-rates, and alternatives, while guiding customers toward appropriate solutions aligned with compliance and suitability standards.
Maintain strong knowledge of life insurance products, underwriting considerations, and available riders.
Effectively communicate product options and recommendations to customers and internal stakeholders.
Monitor and manage pipelines to meet productivity, accuracy, and cycle-time goals by tracking inbound submissions and case statuses, identifying and resolving bottlenecks, and escalating issues across underwriting, IT, and operations as needed.
Investigate and resolve customer concerns, ensuring accuracy and completeness of application data.
Maintain proper documentation of all interactions, statuses and follow-ups, disclosures, and case details within CRM systems.
Drive operational efficiency and consistent SLA adherence.
Support revenue growth and placement by providing revised quotes and alternative solutions, executing cross-sell and upsell strategies (coverage, riders, conversions), and proactively engaging with potential clients during the process.
Partner with underwriting, compliance, IT, policy issue, and call center teams to resolve case issues and ensure seamless processing.
Address system errors, missing requirements, and integration challenges proactively.
Support updates to workflows, procedures, and documentation to ensure alignment with regulatory, legal, and operational standards.
Assist in onboarding and training team members on workflows, systems, and best practices.
Promote consistency and quality through ongoing feedback and collaboration.
Participate in team meetings, pipeline reviews, and required training programs.
Stay current on underwriting practices, compliance requirements, and system updates.
Perform other responsibilities as assigned to support D2C operations and business objectives.