Specialty Market Case Manager

Career Opportunity

Role Title

Specialty Market Case Manager

Purpose of role

This unique position requires an individual to have responsibilities for the complete end-to-end life cycle of a certificate with high account values. This includes tasks such as receiving, analyzing, investigating, calculating, and processing complex new business, inforce and payment requests for non-contractual and contractual changes requested by the member and/or the Producer. This high touch customer focused role requires an individual to be fully cross trained for end-to-end processing, in depth product features and values, solid understanding of the tax guidelines, and complete correspondence and answer member/ Producer and internal customer phone calls as it relates to Specialty Market Business. This individual will be empowered to make decision on behalf of Foresters within the scope set-out by leadership.
Successful incumbents will need to complete specific industry courses to further advance their knowledge for helping in their decision making process.

Job Description

Key Responsibilities

• Handle complex case processing while keeping quality at the forefront. This requires in depth product, process, and system knowledge
• Liaise between producers, customers, and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Keep current in product offerings and features to facilitate decision making, conflict resolution and customer needs
• Responsible for delivering exceptional service on a day-to-day basis. Proficiently determine the needs of the caller and provide support with accurate and timely resolution following approved escalation procedures
• Make sound business decisions and resolve escalated customer issues in a professional manner
• Manage, organize, and update relevant data and information into the administration system
• Complete in-depth calculations for purposes of quotes requested internally or externally
• Assess product guidelines and relevant documents to ensure changes meet legislative and corporate requirements
• Assist with user acceptance testing and projects when required

Key Qualifications

• Education (minimum required): College or University Degree an asset
• Experience (minimum required): 3-5 years of customer service experience
• Strong working knowledge of computer applications (MS Office), Foresters systems, and new software, as required with strong navigation skills 
• Technical aptitude to perform transactions, calculations and understand how the systems interact and impact each other
• Knowledge of Insurance Industry practices and products (e.g., Life and Annuities)
• Knowledge of applicable state and federal legislative/regulation requirements related to form, documentation requirements for certificate changes, banking, and tax rules
• Knowledge and understanding of Compliance regulations/guidelines/contract changes/billing and collections processes. (e.g., audit, authorization requirements) is an asset
• Demonstrated mathematical aptitude and data analysis skills with attention to detail
• Creative and confident problem solver, that can act as a customer advocate who is results oriented and understands the impact of their decision
• Ability to self-manage productivity and maintain quality within tight timelines while delivering a superior customer experience
• Effective multi-tasking and time management skills, including the ability to adapt to changing demands and priorities while maintaining accuracy and attention to detail
• Empathetic and personable with the ability to listen carefully, organize and communicate complex information while keyboarding accurately to meet customer expectations
• Team oriented with the ability to collaborate and share your expertise effectively communicate with internal and external customers/partners and vendors is required
• Willingly seek and accept personal accountability
• Ability to compose grammatically correct, clear, and concise correspondence (i.e., email)
• Proficient in English (verbal and written), Spanish is a plus
• Strong sense of personal accountability, mature judgment, confidence, and flexibility.
• Ability to exercise independent discretion at all times.
• Well-developed problem solving, analytical and decision making skills, including the ability to analyze situations, diagnose problems, develop and implement solutions, often within narrow timeframes, e.g. preventing complaints from escalating further and turning potentially damaging caller situations into positive caller experiences. Further includes being able to facilitate creative problem solving with others. Also includes being a forward thinker.
• Ability to work in a new and ambiguous environment where tasks, processes, procedures, and lines of authority are evolving and changing. Also possessing an aptitude in teaching and guiding the effectiveness and usability of new systems and tools.
• Understand the implications of data input, content and quality to all systems, departments and end customers.
• Takes initiative to increase knowledge of Foresters Financial business and how own job contributes to our corporate and department objectives. Applies this knowledge to be productive and successful.

• Must be available to work rotating shifts between the hours 8:00 am and 8:00 pm, and provide coverage on some Canadian Statutory holidays.

#LI-Hybrid

Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.

Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email [email protected] in advance of your appointment.

Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.