Case Coordinator

7 months ago

Toronto, Canada CB Canada Full time

Case Coordinator - Bilingual English/French

On behalf of our client in the Banking Sector, PROCOM is looking for a Case Coordinator - Bilingual English/French.

Case Coordinator - Bilingual English/French – Job Description

  • The primary purpose of the Case Coordinator role is to provide proactive case management, respond to case specific inquiries and escalated new business department inquiries

  • The Case Coordinator will manage assigned cases or new business applications by ensuring all requirements necessary to assess the underwriting risk are obtained in a timely fashion and a pro-active update is provided to the Managing General Agency (MGA) contact summarizing their actions and the status of the case

  • Act as the primary contact for external Account Administrators, MGA partners throughout the New Business and underwriting process via one-on-one relationship, work assignment or email inquiry and by ensuring issues, questions and status inquiries are responded to promptly and accurately within defined SLA

  • The Case Coordinator is responsible for setting and managing client expectations

  • Provide pro-active communications to the appropriate MGA Administrator, account contact detailing the status of all requirement activity that has occurred to date as outlined in the Case Manager administrative procedures

  • Promptly escalate any complex service issues or complaints for immediate attention and resolution

  • Exemplify key values to promote a high-performance culture and positive work ethic within the team

  • Case Management

  • Ensure all requirements necessary to assess the underwriting risk are accurately ordered within defined SLAs as outlined in the administrative procedures and all case records are accurately entered in the applicable systems.

  • Identify and resolve any case specific bottlenecks or delays to ensure all necessary processing occurs within defined SLAs

  • Maintain up to date comprehensive case notes summarizing actions taken, inquiries received including emails and phone calls received and sent.

  • Customer Service

  • Act as the first point of escalation for any issues raised by our customers and business partners. Exhibit a strong sense of advisor partnership and exceptional customer service, and carry out functions with an extremely high sense of urgency

  • Provide a high degree of accurate and professional service to MGAs, advisors and policyholders by telephone, mail or e-mail

  • Act as a liaison with other teams and departments to offer assistance, where required, to ensure consistent, timely service, accommodate growth, and secure our reputation as a leading service provider

  • Risk Management

  • Adhere to all aspects of First Principles our code of Business Conduct and Ethics including individual accountability as it relates to potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities

Case Coordinator - Bilingual English/French – Mandatory Skills

  • High school diploma

  • Life Office Management Association (LOMA) FLMI or ACS (or in progress)

  • Knowledge of life and critical illness insurance products and channels

  • Knowledge of insurance new business administration systems

  • Excellent English written and oral communication skills

  • Fluently bilingual in French and English

  • Outstanding communication and relationship management skills

  • Proven ability to proactively manage a high-volume caseload

  • Ability to work with multiple software applications concurrently

  • Flexible and adaptable to changing priorities

  • Positive and enthusiastic attitude

  • Detail oriented

  • Ability to collaborate as a member of a team, taking direction from their leader

  • Ability to organize your work to meet agreed upon deadlines independently

Case Coordinator - Bilingual English/French - Nice to Have Skills

  • University/College graduates preferred

  • 5+ years' experience in New Business or Underwriting Support at a Life Insurance Company, preferred

Case Coordinator - Bilingual English/French - Assignment Start Date

ASAP – 12 months to start

Case Coordinator - Bilingual English/French - Assignment Location

Toronto, ON – Work Hybrid

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