Case Manager

2 weeks ago

Springfield, United States MassMutual Full time

The Opportunity

The Case Manager acts in a transactional "back office" capacity to assist in the processing of New Business Applications. A Case Manager supports Underwriters with ordering/obtaining requirements, may interact with internal business partners to resolve roadblocks during the Underwriting process, and processes various tasks in a timely manner and with a strong attention to detail and accuracy.

The Impact

The Case Manager will process our complex transactions, train new and existing team members to reduce key person dependencies, and ensure our standard operating procedures are accurate and most efficient.

The Team

This role is part of the DI New Business & Underwriting organization. We are a growing team comprised of New Business Case Managers, Underwriters, and Account Managers. Our responsibilities include providing support to our MMFA Firms and Brokerage General Agencies (BGAs) through the Underwriting process with the goal of getting the policy issued and premium collected. We are a collaborative team that works together to get the job done.

Key Responsibilities Include:

  • Strong learning agility, critical thinking, and effective utilization of data to drive decisions

  • Inclusion: A team mindset, encouraging individual engagement, building trust, fostering strong relationships and doing whatever it takes to get the job done for each and every member of our team

  • Resilience: Ability to rebound from failures, seeing the lesson as the opportunity to learn and grow and demonstrating composure and confidence in difficult and turbulent times

  • Prioritize work and effectively multi-task

  • Able to independently work assigned requests with minimal direction

  • Respond and react to underwriter/field/team needs, answering questions and providing feedback, identifying and communicating trends.

  • Empowered to manage escalated service issues from Account Manager and to coordinate with internal business partners to facilitate resolution

  • Explore opportunities for process improvements and ease of doing business.

  • May act as a Subject Matter Expert (SME), coach and/and trainer for team members.

  • Research, address and manage complex and non-routine requests impacting new business cases and partner with internal partners to resolve.

  • Attention to detail ensuring that supporting forms and requirements are complete with proper signatures and meet appropriate regulations

  • Ability to collaborate, build trust and maintain strong working relationships while demonstrating humility, respect, urgency, curiosity and courage.

  • Works well in diverse, fast paced and dynamic professional environment.

  • Ability to process our most complex transactions with accuracy.

  • Work effectively with Account Manager and Underwriter to ensure cohesive communication with case contacts.

  • Research and resolve Contracting/Licensing situations.

  • Partner with internal Operations team to facilitate DocuSign needs throughout the New Business Application process. (MMSD only)

  • Effectively communicate with Advisor Operations team to ensure DI business packages are accurate prior to Issuing a New Business or Contract Change case. (MMSD only)

  • Ability to master various technology platforms and toggle between different systems.

  • Ability to think outside the box and apply critical thinking; question processes and procedures where ambiguity exists or where individual consideration should be applied.

The Minimum Qualifications

  • High school diploma or equivalent

  • 2+ years of Case Management or similar experience

  • Availability to work until 8pm EST (as needed to meet business needs)

The Ideal Qualifications

  • 5+ years of DI Case Management experience

  • College degree preferred

  • Must have a meticulous attention to detail and ability to follow standard operating procedures with accuracy.

  • Must be able to multi-task and work in a fast-paced, high pressure environment

  • Ability to contribute to a positive work environment by acting as a team player and assisting others in meeting service standards.

  • Flexible and adaptable to changing priorities and competing demands.

What to Expect as Part of MassMutual and the Team

  • Regular meetings with the DI New Business & Underwriting team

  • Focused one-on-one meetings with your manager

  • Access to mentorship opportunities

  • Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups

  • Access to learning content on Degreed and other educational/informational platforms

  • Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

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