Job Summary and Objective of the Position:
This is a customer focused position that will be responsible for establishing and maintaining relationships with internal and external distributors and customers. The job requires problem solving and research skills, sense of urgency in processing business and responding to inquiries and focus on meeting customer and manager expectations. The individual must take ownership of individual and team caseloads and service standards through completion of the application process while providing details and consistent communication to marketing personnel and customers.
Primary Job Functions:
Performing initial and ongoing review of each application submitted for the customers assigned, through the new business process.
Managing customer relationships by providing timely response to inquiries, concerns, & requests via email and phone.
Supporting team initiatives & providing back up support for team members during peak influx times and periods of PTO. This position also works very closely with underwriters, vendors, and customers on aging cases to ensure completion within time standards.
Work Experience, Education, Certification / Training Required:
3-5 years life insurance experience as a Case Manager or similar role. New Business experience preferred.
Completion of LOMA and on track to obtain a designation.
Internal Candidates: Must have consistently met attendance requirements.
Internal Candidates: Must have had acceptable performance reviews (Exceeds or Meets Expectations) for two consecutive years.
Knowledge, Skills and Abilities Required:
Must have excellent verbal and written communication, customer service, problem solving skills, and able to work well within a team.
Must have the ability to meet the needs of a diverse customer group and deal with difficult customers.
Must have good listening skills and learning to listen to the customer to determine and learn basic probing questions to ask, using a logical and problem-solving mindset.
Must adapt easily to a quick changing environment.
Assumes ownership of individual and team caseloads and service standards throughout completion of the application process while providing detailed and consistent communication to the customer.
Maintaining quality at or above the team standard.
Thorough knowledge of all systems utilized to perform the required duties.
Steadfastly pushes self and others for results consistent with Protective's values of "Doing the Right Thing", "Serve People", "Build Trust", and "Simplify Everything".
Seeks out experiences that provide a different perspective & continuously learns from those experiences.
Is widely trusted, keeps confidences, and presents the unvarnished truth in an appropriate and helpful manner.
Uses their "inner merchant" to find future growth opportunities and transcends silos to achieve the best results/outcomes for the customer and company.
Must have an established track record of maintaining relationships with internal and external distributors and customers.
Actively builds relationships across the organization and works with others to find the best solution.
Shares knowledge with internal & external customers, as well as, management to ensure continuous improvement for people and process.
Protective Life Corporation