Case Manager

5 days ago

Charlotte, North Carolina, United States Truist Full time

Job Summary:

The Case Manager - Insurance Underwriting will be responsible for maintaining primary ownership of cases during the underwriting process, engaging in frequent communication and coordination between insurance agents, insurance carriers, and internal resources. This role requires setting agents' expectations appropriately and providing an exceptional service experience throughout the process.

Key Responsibilities:

  • Reviews new insurance applications for missing information, including forms, signatures, key underwriting questions, and data.
  • Reviews and analyzes underwriting requirements, including Attending Physician Statements, exams, supplemental forms, etc., to determine if additional information or requirements need to be obtained to complete the underwriting process.
  • Conducts regular proactive case follow-ups via phone and email with insurance agents, vendors, internal resources, and carriers.
  • Organizes and prioritizes workload to ensure cases are processed, issued, and placed in a timely manner while maintaining frequent communication to manage customer expectations appropriately.
  • Utilizes agency management system to document all work activity and communication for all in-process cases.
  • Acts as a conduit for all issues associated with a case, including coordination with all internal departments.
  • May have responsibility for reviewing issued insurance policies for accuracy.
  • Follows up with insurance agents to ensure requirements necessary to activate insurance coverage are received within a specified timeframe.
  • Takes the initiative to review other than applied for offers on term cases to determine if alternatives exist.

Requirements:

  • Effective interpersonal and written communication skills.
  • Ability to provide excellent customer service to both internal and external customers.
  • Effective time management skills.
  • Ability to prioritize and accomplish multiple tasks simultaneously.
  • Capable of working independently as well as in a team environment.
  • Ability to work in a self-directed fashion.
  • Experience with PCs in a Windows environment.
  • Demonstrated proficiency in basic computer applications such as Microsoft Office software products.
  • Ability to analyze problems and develop solutions.
  • Ability to communicate with individuals at all levels of the organization.
  • Bachelor's degree or equivalent education, training, and work-related experience.
  • Proficiency with office equipment, including fax machines, copiers, telephone systems, etc.
  • Two years of customer service experience.
  • Demonstrated history of customer relationship management success.
  • Ability to work without close supervision and to exercise independent judgment and problem-solving in a professional area.
  • Strong attention to detail and accuracy.
  • Ability to communicate precisely and professionally in both verbal and written communication with internal and external customers.
  • Ability to react to change in a productive and positive manner.
  • Ability and willingness to support the department to accomplish team goals.
  • Ability to analyze case information and determine necessary actions and next steps.
  • Proficiency with Adobe, use of SharePoint sites, internet/web searches, and video conferencing.

Preferred Qualifications:

  • Prior insurance experience.

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