Ancillary Case Advocate I

The Case Advocate I, working closely with sales consultants, brokers and carriers, under supervision, is responsible to apply carrier underwriting principles and internal procedures to new business submissions for ancillary lines of coverage including, but not limited to Dental, Vision, Life, Disability and worksite benefits. The Case Advocate I will research and analyze submission issues, respond to telephone and written inquiries and initiate steps to assist callers regarding issues relating to the submission/approval process. The Case Advocate I makes independent decisions within underwriting guidelines and procedures relative to new business, as well as modifications to existing business

Overview of Responsibilities:

In support of maintaining and completing an average of 60 submissions in a calendar month. The Case Advocate I will actively review and monitor the progression of all submissions comprising a case, from beginning to end, including but not limited to the following:

• Thoroughly review a new submission with same day documented call to broker and/or sales consultant to openly and efficiently communicate regarding requirements or special circumstances surrounding the submission. Formally request requirements, preferably on same day as receipt or within 24 hours of receipt of case from the new business specialist; open and efficient communication will continue frequently throughout the underwriting process via phone and email, based upon the preference of the broker.
• Initiate no greater than 3 business day follow up call to broker regarding status and, if needed, additional discussion of requirements, if not received in underwriting
• Initiate second 1-2 business day follow up call to broker regarding status and, if needed, additional discussion of requirements, if not received in underwriting. This level of follow up will continue every 1-2 business days until requirements are received (unless otherwise requested by broker and indicated in submission notes)
• Once all Warner Pacific requirements are received by the Case Advocate, call/e-mail broker acknowledging receipt (as determined necessary)
• Submit group application to carrier within 24 hours of receipt of all Warner Pacific requirements
• Overall turnaround time target from receipt from broker to carrier approval is 7-8 days.
• Analyze and request any applicable carrier requirements from broker within 24 hours of receipt, with same day documented call/e-mail to broker confirming receipt of carrier requirement request
• Once received, submit all carrier requirements to carrier within 24 hours
• In the event the Case Advocate is advised of a carrier delay in processing of a case, contact broker advising of delay (notify sales consultant and broker via call and e-mail of any delay that will push the effective date to the next month, indicating if there will be an increase in premium)
• Complete approvals/withdrawals/declines, and e-mail appropriate letters to broker and sales consultant within 4 hours of receipt
• Respond to e-mails and phone messages within 4 hours at a maximum
• Maintain current knowledge of carrier guidelines, forms/applications, submission and completion deadlines, Warner Pacific technology and external online enrollment systems.
• Maintain a minimum average of 95% quality for Pre-Submission and Post-Submission audit results on a running quarter basis
  • Adhere to finance close process upon closing out the group in the Warner Pacific system.
  • Review other Case Advocate files for accuracy prior to submitting for finance approval (AKA File Review)
  • Provide backup/desk coverage in other areas within the department/company as needed/requested
  • Other activities as assigned

Expected Leadership Qualities:

• Treat all employees and customers fairly and with respect and communicate with other employees consistently in a dignified, positive fashion in order to encourage and achieve maximum performance results while earning respect and admiration of co-workers
• Lead by example and regularly review, understand, and comply with all policies and procedures, including those regarding punctuality, attendance, harassment and discrimination prevention
• Embrace change with a positive attitude and motivate others in the department to do the same
• Demonstrate consistent, outstanding judgment, honesty and integrity in all aspects of job performance
• Continually evaluate work environment identifying areas where assistance is required and opportunities for process improvement exist
• Maintain and foster positive, open communication channels with all affiliated internal service areas (including sales consultants), brokers and carriers
• Assist internal and external co workers in skill/knowledge development
• Complete assignments as assigned and on time, unless otherwise agreed to
• Independently seek out additional work from current or other departments as time permits
• Positively participate in other projects/activities as assigned

Additional Skills and Requirements:

• Minimum of a high school diploma; advanced education or degree preferred
• Prior underwriting experience resulting from a combination of education and/or experience that would provide an equivalent background in terms of underwriting knowledge and experience is desired
• Excellent written and oral communication and interpersonal skills
• Ability to understand and demonstrate the use of computer system, computer programs and office equipment as necessary, including ability to type a minimum of 30-35 wpm and proficiency in the use of a 10 key
• Ability to work a minimum of 8 hours per day, Monday through Friday, generally with shift start times between 8:00-8:30 a.m., as determined by senior management
• Ability to work overtime, holidays and weekends as requested by senior management
• May require occasional in/out of state multi day travel
• High level planning, organizing and time management skills
• Analytical skills leading to alternative coverage option considerations, with the same or other carriers
• Negotiation skills
• Results oriented
• Demonstrated ability to analyze and resolve mathematical discrepancies
• Demonstrated ability to remain calm in pressure situations
• Demonstrated ability to multi-task
• Work toward obtaining Life License (must be licensed to move to Case Advocate II)
• To elevate to a Case Advocate II, the Case Advocate I must have maintained a minimum average of 95% quality for pre-submission and post-submission audit results on a running quarter basis for a minimum of 1 year.

Compensation

• Hourly Range*: $24.34 - $32.45 per hour
• Actual compensation may vary from posting based on work experience, education and/or skill level.
• * The hourly or salary range is the range Warner Pacific in good faith believes is the range of possible compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• We offer a range of market-competitive benefits that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short- and long-term disability benefits, 401(k) + match, and life insurance.