Sales Case Manager
Legal & General America
- Urbana, Illinois, United States
- Urbana, Illinois, United States
Über
Responsibilities
End-to-End Case Management: 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
Ensuring timely progression and resolution of all cases across D2C channels
Customer Communication & Product Guidance:
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.
Pipeline Management & SLA Performance:
Monitor and manage pipelines to meet productivity, accuracy, and cycle‑time goals by tracking inbound submissions and case statuses.
Identify and resolve bottlenecks.
Escalate 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.
Sales Support, Retention & Growth Initiatives: Provide revised quotes and alternative solutions. Execute cross‑sell and upsell strategies (coverage, riders, conversions). Proactively engage with potential clients during the process.
Cross‑Functional Collaboration: 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.
Process Improvement & Compliance: Support updates to workflows, procedures, and documentation to ensure alignment with regulatory, legal, and operational standards.
Training, Development & Team Support: 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.
Additional Duties: Perform other responsibilities as assigned to support D2C operations and business objectives.
Qualifications
Education: High school diploma or equivalent required. Must obtain Life & Health Producer License within 30 days.
Experience: Minimum 3 years in case management, insurance operations, or equivalent customer‑facing role. Technical aptitude with experience in multi‑platform operations. Sales experience preferred. Working knowledge of underwriting, medical terminology, or insurance preferred.
Skills: Strong communication, negotiation, and relationship‑management skills. Salesforce or other CRM proficiency. Microsoft Office. Ability to manage high‑volume, fast‑paced workflows. Strong multitasking and prioritization abilities. Ability to work collaboratively.
Compensation & Benefits The expected hiring compensation range for this position is $55,200 – $65,000 annually.
This is a hybrid opportunity working from 8:30 AM to 5 PM EST.
The total compensation package may include other elements, such as a sign‑on bonus, long‑term incentives, and annual bonuses. This role is eligible to participate in the Annual Incentive Plan. The current target payment for the position is 3% of base salary, modified for corporate and individual performance. Bonuses are pro‑rated based on start date.
Benefits: 10 vacation days, 10 sick days accrued bi‑weekly, 9 paid holidays. Health, life, and dental insurance; 401(k) with company match up to 6% and a pension package; generous time off; wellbeing initiatives.
Equal Opportunity Statement We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.
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Sprachkenntnisse
- English
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