Relationship Case Manager, Highland Capital Brokerage

Job Description:

We currently have an opening for a Relationship Case Manager at Highland Capital Brokerage. This position may be a remote position or work in one of our many brick-and-mortar offices throughout the country as a part of a highly collaborative team.

Responsible for the case management of life, LTC and DI applications submitted to the Life New Business Team.  The team member will facilitate  proactive, timely, accurate and relevant communications.  They will serve as a liaison between Agents/FA’s, institutional partners, vendors, Highland Capital VP (VP’s), and Life Insurance carriers on both formal and informal business.  This position requires the analytical ability to successfully combine medical, financial, reinsurance and general life insurance expertise. The Case Manager will also demonstrate the ability to manage frequent change and new technologies. The mechanics of managing the business include reviewing applications for accuracy and completeness, ordering and managing requirements through policy issue, and managing requirements for placement. The team member will provide back up coverage for other team members on a regular basis.

Responsibilities:

Application Processing:

Level 1

• Review Life Applications for completeness and notify Agents/FA’s and VP's of missing information.
• Verify telephone/electronic interviews and inspection reports are ordered as needed
• Review exam and non-medical requirements to determine if risk class applied for is appropriate using various tools.
• Utilize basic knowledge of financial underwriting, i.e.  purpose of coverage, justifying amount applied for in relation to income, financial/insurable interest, affordability etc.to determine financial suitability as part of needs analysis.
• Order medical records as needed.
• Monitor outstanding requirements and requests for additional information and communicate with Agents, Sales VP’s and others to set expectations, timelines, etc.
• Partner with our Sales Support team to obtain illustrations as needed.
• Provide transmittal form and/or cover letter for formal and informal application submission to carrier(s).
• Utilize Paperclip submission and electronic file storage.  
• Respond to requests for applications as needed.
• Process within unique guidelines for institutional accounts.

Level 2 - includes all accountabilities of Level 1, plus the following items

• Utilize advanced knowledge of financial underwriting, i.e.  purpose of coverage, justifying amount applied for in relation to income, financial/insurable interest, affordability etc.to determine financial suitability as part of needs analysis.
• Review APS records received for completeness and to ascertain if any additional records may be necessary to obtain offer.
• Be familiar with carrier specific underwriting guidelines and nuances, as they pertain to non-U.S. Citizens (foreign nationals) their residency status, travel, assets tied to the U.S. etc.  

Monitoring and Communication:

Level 1

• Proactive follow up with carriers and vendors as it relates to case status, APS’s, exams.
• Disseminate all pertinent case information to Agents/FA’s and VP’s, throughout the process.
• Utilize New Business Management for escalations as needed.
• Develop a relationships with carrier contacts  to represent HCB on behalf of the FA/Agent's and VP’s.  
• Partner with internal underwriters to help negotiate with carriers on  offers as needed.
• Negotiate carrier offers where appropriate to ensure optimal underwriting class.
• Effectively explain and “sell” the offer when approved other than applied for.
• Shop cases with various carriers to offer alternative solutions as needed.
• Accurately document data management systems  to ensure accurate case status and reporting.
• Partner with team members to cover case load due to PTO, etc.

Level 2 - includes all accountabilities of Level 1, plus the following items

• Evaluate underwriting evidence and provide guidance on cases approved other than applied for. 
• Highly skilled in ability to negotiate carrier offers where appropriate to ensure optimal underwriting class.

• All other duties as assigned

Education Requirements:

Level 1

• Bachelor’s degree preferred. Associate’s Degree required or equivalent experience.
• Industry designations (e.g. NAILBA Case Management certification, FLMI, ALU, CLU, ChFC, CFP, etc.) are a plus.

Experience:

• Minimum requirement is three years Life Insurance New Business, General Agency or Life Insurance company experience.
• Prior knowledge of medical and/or financial underwriting terminology is a plus
• Possess time management and organizational skills.

Technical Skills:

• Proficient with Microsoft Word, Excel, Teams, Outlook, and ability to work effectively within multiple web browsers and learn new technology as needed.
• Utilize web-based agency management system to track case activity, or preferably hands on experience with iPipeline suite of products including Agency Integrator.
• Utilize web-based document management system (i.e. Paperclip) to organize, manage and securely transmit applications and case related documents to carriers.
• Business writing skills – Intermediate level. Ability to translate sometimes complex, detailed information into a clear and concise format for our customers.

Soft Skills:

• Articulate and persuasive communicator - written and verbal.
• Strong customer service orientation, ability to build strong relationships.
• Proactive problem solver.
• Strong sense of accountability and follow-up.
• Collaborative team player.
• Ability work in a fast-paced, changing environment.
• Maintain focus and work efficiently in a virtual team environment.
• Ability to multi-task effectively.
• Detail oriented.
• High degree of confidentiality.

Level 2 - includes all requirements of Level 1, plus the following items

• Minimum requirement is five years Life Insurance New Business, General Agency or Life Insurance company experience.
• Business writing skills – Advanced Level. Ability to translate sometimes complex, detailed information into a clear and concise format for our customers.
• Exceptional customer service orientation, ability to build strong relationships.