Job Description

Job Summary
The Case Manager is in control of all pending Annuity and Life new business as assigned through case work flow. Case Managers also owns the customer experience from submission of application to the issue of business to an active status. This position reports to the New Business Case Manager Supervisor and will be responsible for reviewing and processing all new business cases received in the National Western Life New Business department.
Essential Functions
* This position is responsible for reviewing and processing new applications for Annuity and Life insurance ensuring applications meet technical, legal and underwriting/suitability preliminary guidelines
* Exceptional customer service with the mindset of going above and beyond for every client interaction.
* Handles escalated phone calls from Agents/ clients regarding any issues or inquiries of cases assigned
* Establishes and maintains a strong working relationships with the agents of the assigned cases, requiring efficient and timely communication
* Follows all applicable compliance procedures for processing when reviewing cases, including federal anti-money laundering guidelines and IRS cash reporting requirements
* Recodes corrections on policies entered incorrectly
* Be the subject matter expert of the New Business cases assigned and processed by the case manager and answers case and new business process questions.
* Must have keen ability to identify potential case hurdles, anticipate next steps and direct/redirect the customer/case towards a successful conclusion
* Although role will be responsible for a specific book of business, we will work in a team environment, supporting each other with the goal to shepherd all New Business cases through the finalization in a timely, accurate and customer focused manner.
* Responsible for reviewing and processing application based on Insurance History results
* Reviews and processes Top sheets for accuracy
* Processes NAIC Replacements within compliance guidelines for all In Good Order (IGO) applications
* Reviews ESP Telephone interview to accurately process and prepare for Underwriter Review
* Reports MIB results before and after Underwriting Decision
* Reviews Suitability Questionnaire and Suitability Decision to ensure all updated requirements are accurately processed and completed by the suitability team in order to issue the policy.
* Reviews Underwriting decision to ensure all updated requirements and amendments are accurately processed and completed by the underwriting team in order to issue the policy.
* Cancels pending policies and processes cancellation letter in Encorr, via AWD
* Applies various forms of payment checks, credit cards, preauthorized checks and wire transfers.
* Follows all applicable compliance procedures for processing such payments, including federal anti-money laundering guidelines and IRS cash reporting requirements
* Handles Delivery Receipt processing and follow up procedures
* Updates Instruction Manuals
* Provides back up assistance to other staff members in varying areas as needed
* Performs other duties as assigned
Knowledge, Skills & Abilities
* Intermediate skill in Microsoft Office, proficient in basic computer skills including 10-key and typing; and ability to quickly learn and adapt to multiple software applications
* Strong communication and customer service skills
* Willing to take initiative, exhibit creative thinking and take ownership of cases
* Self-starter attitude and strong desire to provide excellent results
* Knowledge of IRS tax free exchanges and transfer rules preferred
* Ability to work well with others in a team environment
* Strong telephone skills and customer service
* Detail oriented
Education & E To apply please email your resume to rjgonzalez@ultimatestaffing.com