Position Summary & Overall purpose: The Senior Case Manager acts as a strategic liaison between Lenox Financial Advisors, their teams, and insurance carriers, overseeing and expediting Life, Disability Income, and Long-Term Care insurance cases from application submission through policy placement to ensure a seamless underwriting process and exceptional client experience.
JOB ACCOUNTABILITIES: Case Management - Manage an average pending case load of 100120 cases.
- Review and submit fully completed application packages and underwriting requirements within our service level agreements (SLA's) across all Life, Disability Income, and Long-Term Care insurance cases with MassMutual and other insurance carriers.
- Develop and maintain existing relationships across multiple insurance carrier partners.
- Initiate, update, and respond to ongoing communication within the client relationship management (CRM) system and address underwriting inquiries within Lenox, and across multiple user carrier platforms to Financial Advisors and their Sales Assistants to ensure accurate documentation and manage case follow-ups, while also guiding and educating them on the implications of underwriting requirements including medical impairments, financial requirements, travel guidelines, and death benefit reallocations.
- Partner with Financial Advisors and their Sales Assistants to develop strategic next steps for application submission, underwriting progression and policy placement.
- Remain current on carrier underwriting requirements, processes, products, and compliance guidelines, integrating these updates into daily case management practices.
- Act as a subject matter expert for complex or escalated cases, including but not limited to: Premium Finance and Variable Universal Life products, providing strategic guidance to Financial Advisors and their Sales Assistants.
- Work on Leadership-assigned training initiatives for Financial Advisors and their Sales Assistants on underwriting trends, processes, and best practices.
- Proactively identifies and recommends workflow enhancements, underwriting trends, and recurring challenges to New Business Leadership.
- Facilitate weekly meetings with the Financial Advisors and their Sales Assistants.
- Mentors and supports junior Case Managers and New Business Administrative team through coaching, knowledge sharing, and real-time guidance as it relates to Case Management to reinforce quality standards, best practices, and consistency.
- Serves as a resource for onboarding new team members, including reinforcement of workflows, procedures, and expectations by defining and explaining the various steps in our processes (carriers, client management system, day-to-day operations).
JOB COMPETENCIES: (knowledge, experience, skills & abilities and behaviors/attitudes) Required Knowledge - 7+ years of related industry-specific case management experience.
- Has knowledge of Life, Disability Income, and Long-Term Care insurance products.
- Proficient in all aspects of underwriting and what is required, e.g., MVR, Foreign Risk Guidelines, Financial Justification.
- Microsoft Office skills (Outlook, Word, Excel, Teams and PowerPoint).
- Can define and explain the various steps in our processes (carriers, client management system, day-to-day operations).
- Strong ability to navigate within various insurance carrier platforms/systems.
- Can define and explain the various steps in the New Business insurance processes (carriers, client management system, day to day operations).
Required Skills/Abilities - Collaborates effectively across teams, using coaching and influence to align and drive results.
- Manages time well to accomplish work tasks within established deadlines.
- Is flexible and open-minded.
- Strong written and verbal communication, interpersonal, and strategizing skills.
- Act as a role model to others in how change is embraced.
- Dedicated to exceeding internal client expectations.
- Works effectively under pressure.
- Has a strong sense of urgency about solving problems and getting work done, while considering impact to client and firm.
- Embraces technology with optimism and positivity.
- Ability to work in a team environment.
- Views problems as opportunities to improve processes and make things better.
- Demonstrates sound judgment in ambiguous or evolving situations.
- Strong organizational skills and high attention to detail.
Required Behaviors/Attitudes - Uses good judgment to accomplish work assignments without compromising the firm's integrity.
- Demonstrates a high level of dependability in all aspects of the job.
- Approaches change with optimism and positivity.
- Behaves in a way that leads others to trust them.
- Willingly helps others who may need assistance with their workload.
- Models accountability, professionalism, and a solutions-oriented mindset.
- Demonstrates openness to new organizational structures, procedures, and technology.
- Effectively contributes to the work of the team.
- Presents an appropriate professional appearance and demeanor with team members and clients (internal and/or external).
- Thorough, accurate, and reliable when performing and completing job tasks.
EDUCATION/EXPERIENCE/LICENSE REQUIREMENTS EDUCATION EXPERIENCE LICENSE REQUIREMENTS - College Degree Preferred but Not Required
- 7+ Years of Industry Experience
- Life and Health License within 6 Months of Hire
What We Offer: We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $80,000.00 $98,000.00. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.
NFP and You... Better Together!
