New Business Case Manager

2 weeks ago

Toronto, Ontario, Canada Foresters Financial Full time
Job DescriptionKey Responsibilities
  • Answer inbound Customer service-related calls regarding all aspects of Foresters Financial new business activities.
  • Proficiently determine the needs of the caller, provide support and timely resolution in an effort to achieve one-call resolution.
  • Take ownership of the case management process in a way that is seamless to the producer. Review and ensure completeness and accuracy of new business applications and initial premium payment arrangements while keeping the producer informed about progress.
  • Gather, process, and enter information needed for Underwriting decision, coordinates certificate issue, delivery requirements while keeping the producer informed. Proactively manages producer expectations regarding service requests through effective communication (phone, email, portal comments) and acts as coordinator for navigating through the new business workflow processes.
  • Accountable for assigned application/certificates (from all lines of business including Replacements, 90-day change and Identity Verification) from application set-up to settling
  • Review documentation/requirements for completeness, accuracy and action as required
  • Manage the case follow-up of documents for missing/incomplete information
  • Review, investigate, process and track delivery requirements as required
  • Process policy changes within established period of time (i.e. cancellations, replacement, reissues, 90-day changes)
  • Archiving of electronic documents (i.e. case-specific emails from internal or external Customers)
  • Proactively take initiative to support or recommend processes improvements/efficiencies
Key Qualifications
  • Education (minimum required): College diploma or related work experience
  • 3-5 years Experience working in customer service, ability to collaborate with internal and external customers to find the best solution possible.
  • Positive, enthusiastic, and team-oriented mindset
  • A natural ability to organize and prioritize various daily responsibilities and meet tight deadlines while thriving in a fast-paced team environment.
  • Excellent attention to detail and analytical skills.
  • Results oriented and motivated to meet production targets on a daily basis.
  • Demonstrated professional and customer service-focused demeanor.
  • Experience servicing US life insurance applications
  • Industry education such as LOMA or NAILBA certification (preferred)
  • Sound knowledge and expertise in the aligned departmental role
  • Strong understanding of Life Insurance products, services, systems, and regulatory requirements, with the ability to recognize and communicate discrepancies.
  • Strong analytical and problem-solving skills, with an ability to not only identify issues but present possible solutions. Proven ability to independently resolve customer/producer escalations including but not limited to root cause analysis, remediation, mitigation activities and solutions.
  • Consistent achievement of high key performance indicators (customer satisfaction survey results, quality review results, digital adoption, and other applicable service level measures)
  • Approachable and demonstrated ability to build rapport to earn producer's trust and effectively collaborate with customers, and internal stakeholders. Provide high quality customer service by remaining knowledgeable of current guidelines and processes, and by providing product and process education and demonstrate responsiveness and follow up on commitments.
  • Results-oriented with strong attention to detail and ability to understand and balance both the short and long-term impact of decisions, actions, and priorities.
  • Demonstrated ability to provide constructive feedback to peers, leadership, and internal stakeholders on continuous or process improvements to enhance producer experience or address process gaps while updating documentation.
  • Flexible to changing priorities and work demands including various work schedules.
  • Ability to multi-task with strong time management abilities to meet tight timelines.
  • Strong verbal and written communication skills (particularly through phone and email interactions)

Ability to work rotating shifts within the defined hours of operations including US/Canadian Statutory holidays as required.

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