[Hiring] Bilingual New Business Case Manager @Foresters Financial

Role Description

The Bilingual New Business Case Manager is responsible for the complete end-to-end processing of all new business applications to support producers. This position will require high touch service, relationship management skills and will be important for the Case Manager to maintain consistent and positive Customer relationships, including handling of escalations.

Key Responsibilities

• Answer inbound Customer service-related calls (Spanish and English) 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, coordinate certificate issue, delivery requirements while keeping the producer informed.
• Proactively manage producer expectations regarding service requests through effective communication (phone, email, portal comments) and act as coordinator for navigating through the new business work flow 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).
• Archive electronic documents (i.e. case-specific emails from internal or external Customers).
• Proactively take initiative to support or recommend processes improvements/efficiencies.

Qualifications

• Education (minimum required): College diploma or related work experience.
• Experience (minimum required): 3-5 years 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.
• Proficient in English and Spanish (particularly through phone and email interactions).
• Ability to work rotating shifts within the defined hours of operations including US/Canadian Statutory holidays as required.

Salary Range

$50,000 - $65,000. The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance.

Equal Opportunity Employment and Inclusion

At Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.

Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email [email protected] in advance of your appointment.

Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.