Aegon · 3 hours ago

Senior Case Manager ( Work From Home)

United States

Full-time

Remote

Senior Level

$51K/yr - $65K/yr

5+ years exp

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Responsibilities

Work with assigned advisors to process and monitor new business submissions, answer post-sale questions, and manage issues through to resolution. Provide post issue support as required.

Complete suitability review for annuity applications using system tool and set criteria for making decisions. (For roles supporting annuity products)

Submit cases which are outside of the set criteria to be reviewed by Compliance for exception consideration.

Handle escalated case review and resolution.

Organize and prioritize workload to ensure case is processed, issued, and placed in a timely manner while managing agent expectations.

Answer inbound calls and emails from advisors and field offices; provide superior service that demonstrate ownership, follow-through, and a positive tone.

Communicate and correspond via phone and email with agents to obtain supplemental information, to explain requirements and to keep updated on pending business.

Proactively provide updated information regarding status of contract, outstanding requirements, and transaction explanations. Use critical thinking skills to address unusual situations; escalate concerns and/or complex cases as necessary.

Process transactions; meet speed of service and quality goals for each task function.

Interact with teams across functional areas to facilitate timely responses to actions pending.

Follow up with agents on policy delivery requirements to ensure policy is placed within specified timeframes.

Provide information on a variety of complex agent service issues requiring knowledge of insurance products and transactions with a focus on agent satisfaction, quality, and efficiency. Consult with other departments as necessary.

Participate in developing workflow and procedures that support increased efficiencies.

Serve as a mentor in training new and existing employees as needed.

Represent Pre-Issue teams in recurring meetings with Distribution.

Qualification

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Financial services operationsAnnuity suitability reviewCase management conceptsCustomer service orientationPC skillsMS Office proficiency