Senior Case Manager Specialist

Why Crump?

We understand that our teammates are more alike than we are different and that we are One Crump. Supported by leading technology tools and a collaborative work model, we empower our people to serve clients and support each other. Strong brands are built through consistent delivery of a company’s value proposition – for both its employees and its customers.

At Crump, we believe in investing in the teammates who work for us, supporting the business goals of the myriad professionals who work with us so they can best meet their clients’ needs, and bettering the communities that house our teammates. These beliefs have allowed Crump to maintain our standing as an industry top performer, not only as measured by sales results but, more importantly, by consistent customer and employee satisfaction and retention.

Job Summary

Maintains primary ownership of cases during the underwriting process which requires engaging in frequent communication and coordination between insurance agents, insurance carriers, and internal resources. Responsible for setting agent expectations appropriately and providing an exceptional service experience throughout the process. Handles high profile agencies and advisors, in addition to larger, more complex cases. Acts a resource for less experienced teammates and supports Supervisor with team tasks and escalated matters.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Reviews new insurance applications for missing information, including but not limited to 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 primarily and email secondarily, with insurance agents, vendors, internal resources, and carriers.
• Organizes and prioritizes workload to ensure case is 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 to include coordination with all internal departments
• May have responsibility for reviewing issued insurance policy for accuracy before mailing to insurance agent.
• Follows-up with insurance agents on policy delivery requirements, including application amendments, health statements, insurance premium etc., to ensure policy is placed within specified timeframe
• Takes initiative to review other than applied for offers on term and permanent cases to determine if alternatives exist, in addition to proactively identifying situations over the life cycle of a case that can have potential to create medical and/or administrative concerns.
• Understand how to process informal cases to include shopping, quoting, and formalization of quotes.
• Management of higher profile cases, including but not limited to larger premium term and permanent cases, V.I.P. cases as defined within assigned account or team, conversions, complex ownership structures involving trusts, businesses, etc.
• Understanding of and execution around key case management and industry information related to underwriting terminology and impairments, replacement compliance, interpretation of term and permanent illustrations.
• Mentoring and/or training less experienced Case Managers. This includes, but is not limited to job shadowing, evaluation of trainee work assignments, providing feedback for continued development, etc.
• Proactively promoting Crump sales/underwriting initiatives and upselling to external customers as appropriate
• Ability to act as back up to team Supervisor supporting responsibilities including, but not limited to training, resolving internal and external customer escalations, representing case management at meetings, distribution of work for teammates out of the office, case assignment, etc.
• Solid understanding of applicable industry government regulations related to insurance, including, but not limited to anti-money laundering, Regulation 60, Regulation 187, and NAIC rules
• Understanding of and ability to independently manage cases involving complex ownership arrangements (business, trust, collateral assignment, etc.)
• Proven ability to navigate, utilize, and support others' understanding of key resources including but not limited to Crump, vendor and carrier websites, Crump's intranet, and online customer tools for application submission and forms retrieval.
• Ability to professionally and accurately represent case management results, processes, needs, etc. in internal and external meetings alike.
• Ability to utilize established Sales, Underwriting, and Operations relationships internally and with carrier partners to independently manage exception requests, advocate for agent/client needs, and manage escalations.

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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 Microsoft Office Word, Excel, Outlook, the ability to navigate and utilize the Internet, proficiency with office equipment including fax machines, copiers, telephone systems, etc.
• Six years of customer service experience, with four years of experience as a Senior Case Manager, or comparable industry experience in Client Services within life insurance or related insurance products
• Prior brokerage experience with life insurance or related insurance products as a case manager
• 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 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
• Possess the ability to be the backup for the Supervisor when called upon and be effectively skilled in all aspects of case management, carrier relationships and navigating internal and external relationships
• Achievement of LOMA Level 1 Designation

Preferred Qualifications:

• Achievement of additional LOMA Level Designations (ACS, ALMI, FLMI)