Direct Business Case Manager

At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live. As a recognized market leader of term life insurance, we're working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals, and challenging ourselves to achieve more. We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.

The Direct Business Case Manager will effectively manage the D2C new business pipeline to ensure accurate and timely processing of all life insurance policy applications and requirements originated through digital and call center customer acquisition channels. Manage work volumes and staff to meet time service, customer and production standards while improving efficiencies and managing business expenses. Perform duties assigned as a licensed agent from point-of-sale to post-sale and including up-sell, cross-sell and retention responsibilities.

Perform as the Broker General Agent (BGA) for the D2C business to its customers won through digital and call center customer acquisition tactics.
• Review and explain offer rationale, underwriting decisions and re-rates including duties requiring the function of a licensed sales agent for case retention.
• Ensure all daily operations for the D2C case management team are processed within the pre-defined standards for productivity and quality by managing workflow, monitoring productivity, re-assigning work as needed and performing quality control reviews and audits. Review and counsel staff regarding department expectations, standards, productivity, quality and other guidelines or procedures.
• Provide overflow sales capacity for the D2C call center during periods of high call volume and/or decreased agent capacity. Must be able to conduct a needs-based analysis of coverage, accurate health rating assessment and complete application and required forms necessary to complete the sale.
• Perform duties required for successful tele-interview completion via warm transfers from the D2C call center agents.
• Responsible for the accurate and timely completion of all D2C business reports and other duties including work volume, productivity, quality and pending business. Other goals and objectives as determined by the D2C Management team.
• Monitor D2C's click-to-call/chat web platform and maintain service level and quality standards.
• Provide additional coverage options to customers for up-sell, cross-sell and retention of business
• Accurately communicate policy options including riders, coverage amount and term length and re-rates.
• Act as a liaison between underwriters, call center agents and the proposed insured(s) to facilitate the underwriting process and ensure cases are progressing by department time, service and quality standards.
• Review and process complex tasks as needed to include rated offers, tentative offers, final offers, reconsiderations, APS and paramed issues and escalations. Work with vendors, internally and externally, to ensure service level standards are met.
• Assist with developing and maintaining procedures for all facets of work. Work with Sales, Marketing, Legal and Compliance, Digital Application Case Management, Issue Department as needed, to update processes and procedures to full compliance with state and federal regulatory entities.
• Follow and track all policies in the pipeline from case management to underwriting to issue and push policies that are out of SLA, experiencing systemic issues preventing movement, etc.
• Manually push such policies through to the appropriate department to resolve pending issue to optimize activation
• Provide ongoing validation of systems and workflow to ensure all processes are functioning correctly and case management tasks are processed with 100% accuracy. Identify any system weaknesses, report, and define options to remedy with IT and management. Work with IT to test and implement all system modifications.
• Responsible for training staff and measuring staff proficiency by conducting ongoing quality control review of their daily workflow. Provide feedback and additional training to staff as needed and document staff performance. Review findings and identify problematic issues and resolutions with Department management.
• Monitor and process email communication with potential customers
• Maintain accurate knowledge of products and core competitors through market research. Acquire industry intelligence on competitor products, rates, sales, and strategies.
• Maintain follow-up appointments for calls not closed in call Salesforce CRM.
• Maintain accurate client records using Excel Spreadsheets and Salesforce CRM
• Participate in LGA continuing education courses as deemed necessary by Department management to include Underwriting Basics and Medical Terminology.
• Participate in weekly sales meetings and performance reviews with sales management.
• Process all other duties as assigned by Department management.

Education

High school diploma or equivalent

Ability to obtain Life/Health Insurance Producer's license within 30 days of hire date

Experience/Knowledge

3 years' experience in a case management or customer service-related position

Experience in a sales environment a plus

Experience using computers and navigating among multiple systems and screens

Skills

Excellent verbal and written communication skills, including well developed interpersonal skills

Strong relationship management skills

Thrive in a fast-paced, high-energy call center environment

Demonstrated time management skills and the ability to manage multiple priorities

Ability to work independently and within a collaborative environment

Proficiency with Microsoft Office Suite (Word and Excel)

Travel

None

Reports To

Direct Business Case Management Supervisor

Staff

None

What's in it for you?

The expected hiring compensation range for this position is $52,600 - $61,375 annually. This position currently requires onsite reporting for up to three days per work week with flexibility of work from home days the remaining two.

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses. This role is eligible to participate in the Legal & General America 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. This role has 10 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We're big on professional development and we'll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

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.