Bilingual Case Management Specialist

3 weeks ago

Toronto, Ontario, Canada CB Canada Full time

Bilingual Case Management Specialist

CB Canada is seeking a Bilingual Case Management Specialist to support our operations in the insurance sector.

Role Overview

  • The primary function of the Bilingual Case Management Specialist is to deliver proactive case oversight, addressing inquiries related to specific cases and managing escalated inquiries from the new business department.
  • This role involves overseeing assigned cases or new business applications, ensuring that all necessary documentation for underwriting risk assessment is collected promptly, and providing regular updates to the Managing General Agency (MGA) contact regarding actions taken and case status.
  • Act as the main point of contact for external Account Administrators and MGA partners throughout the new business and underwriting processes, ensuring that all issues, questions, and status inquiries are addressed swiftly and accurately within established service level agreements (SLAs).
  • Responsible for setting and managing client expectations effectively.
  • Maintain proactive communication with the relevant MGA Administrator and account contacts, detailing the status of all requirement activities as outlined in the administrative procedures.
  • Escalate complex service issues or complaints promptly for immediate resolution.
  • Demonstrate key values to foster a high-performance culture and positive work ethic within the team.
  • Case Management Responsibilities:
    • Ensure that all requirements necessary for underwriting risk assessment are accurately ordered within defined SLAs, and that all case records are correctly entered into the relevant systems.
    • Identify and resolve any case-specific bottlenecks or delays to ensure timely processing.
    • Maintain comprehensive and up-to-date case notes summarizing actions taken, inquiries received, and communications sent.
  • Customer Service Responsibilities:
    • Serve as the first point of escalation for any issues raised by customers and business partners, demonstrating a strong sense of partnership and exceptional customer service.
    • Provide accurate and professional service to MGAs, advisors, and policyholders through various communication channels.
    • Act as a liaison with other teams and departments to ensure consistent and timely service delivery.
  • Risk Management Responsibilities:
    • Adhere to all aspects of our code of Business Conduct and Ethics, including accountability regarding potential conflicts of interest, safeguarding customer information, and compliance with privacy regulations.

Mandatory Qualifications

  • High school diploma.
  • Life Office Management Association (LOMA) FLMI or ACS (or in progress).
  • Knowledge of life and critical illness insurance products and distribution channels.
  • Familiarity with insurance new business administration systems.
  • Excellent written and verbal communication skills in both English and French.
  • Outstanding relationship management skills.
  • Proven ability to manage a high-volume caseload proactively.
  • Ability to work with multiple software applications simultaneously.
  • Flexibility and adaptability to changing priorities.
  • Detail-oriented with a positive and enthusiastic attitude.
  • Ability to collaborate effectively as part of a team.
  • Strong organizational skills to meet deadlines independently.

Preferred Qualifications

  • University or college degree preferred.
  • 5+ years of experience in New Business or Underwriting Support within a Life Insurance Company is preferred.

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