Sammons Financial Group (SFG) member companies offer some of today's most sought after life insurance, annuity, and retirement planning products. Unlike most financial organizations, our companies are not publicly traded, which means we're focused on long-term value rather than short-term earnings pressures. As a privately held company, our leaders and employees remain consistently focused on long-term growth, making decisions that allow us to deliver on our commitments to customers, distribution partners, our employees, and our communities. Individually, our companies provide value in the products and services they offer. Together we represent a history of strength and longevity.
What you can expect when you join SFG:
A casual dress code including jeans
A rich company culture driven by private ownership and intentional leadership inspiring employees to engage in our healthy, high-performing and values based culture.
Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO and generous number of paid holidays
Great benefits including medical, dental, vision, wellness plan, charitable giving programs, education assistance to name a few ESOP-A generous 100% company funded retirement plan
What you can expect as a Case Manager
This Person provides professional, accurate, timely, and accountable service to distribution partners and internal/external contacts, with a focus on efficient and effective end to end processes. Work with, navigate within, and understand complex computer systems while maintaining high quality work. Responsibilities include but are not limited to: application and risk assessment, case management, quality assurance, and providing end to end guidance in all phases of the New Business/Underwriting process.
Serve as primary contact for a defined group of Agents, MGAs, and RDPs with the Premier, Elite, or Select Distribution Group.
Take ownership and accountability of achieving daily production goals and decreasing total turnaround time.
Manage cases with a sense of urgency, commitment to accuracy, and responsiveness; recognize high priority situations and respond accordingly.
Accept ownership of casework and decision making to increase department and organizational reputation while managing multiple, concurrent cases, often at various stages of succession in the end to end process.
Review each case from a big picture perspective, identify ways to positively impact the process where appropriate.
Continuously work on positive relationship development with external clients and internal teams.
Use superior language skills to provide high level customer service via telephone (inbound and outbound), e-mail, or written communication; conduct communication in a professional, pleasant, and helpful manner; perceive, distinguish, and empathize with emotions of customers.
Actively participate, show engagement, and collaborate during daily team huddles; commit to completing takeaways and follow up with the group.
Make proactive calls to agents/advisors regarding submitted applications as well as build rapport and loyalty through excellent support and guidance.
Maintain a positive, sales oriented approach in all contact with distribution; offer guidance and recommendations to agents that may benefit them in building their business.
Use solid insurance product, new business, and underwriting knowledge to give consistent, understandable, and accurate information to distribution partners and team members.
Conduct application analysis on all currently marketed products, while maintaining detailed notes/accounts of any changes or progress on cases.
Review complex forms while making appropriate independent decisions on their accuracy.
Quickly identify when a case can be placed in force; manage delivery requirements on issued policies to expedite placement which generates agent commissions.
Contact Agents on Not In Good Order (NIGO) applications to provide in-depth education on necessary product guidelines in order to improve efficiency in future application submissions while stressing high quality focus on service and support.
Determine and initiate action when a situation needs to be elevated to Underwriter Staff regarding medical and/or approval decisions.
Perform due-diligence to potentially identify fraudulent conduct and take appropriate actions to alert Legal/Compliance.
Train, on-board, and support the continuous professional development of new employees within the New Business department.
Effectively and efficiently consult with customers providing education and support through concierge level customer service to streamline processes and resolve business needs.
Manage outgoing reinsurance process; monitoring and following up on outstanding responses from external reinsurance companies.
Responsible for accounting functions including, but not limited to, the handling of 1035 money and other premium received during the application process.
Issue policies; perform a quality assessment when issuing to ensure accuracy and completeness of policy.
Continuously acquire and expand knowledge in collaboration with Underwriting in order to fairly evaluate risk in a timely manner.
Provide illustration support of complex products to agents.
Continuously look for work process improvement opportunities by analyzing results, monitoring discrepancies, and collaborating with team or peers for input in order to identify trends; work to implement solutions with Manager guidance.
Show accountability and develop professionally for individual growth and development.
Continue to participate in educational opportunities; maintain relationships through networking and professional organizations.
Handle project work, testing assignments, and other initiatives as assigned.
Commitment to embrace SFG shared values (Respect, Accountability, Integrity, and Openness)
As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.
What we are looking for:
1-3 years' work experience in a related field
Customer centric mindset
Strong communication skills, both verbal and written
Strong sense of urgency
Superior ability to listen and be responsive to customers; ability to relay difficult decisions while showing empathy
Excellent decision making skills with the ability to solve problems innovatively to find "win-win" solutions
Self-starter with excellent teamwork skills and an innate sense of urgency
Good interpersonal skills, including a high degree of professionalism, effective relational skills, strong initiative and high level of energy
Strong organizational skills required with attention to detail
Ability to work independently and also effectively work with diverse personalities
Able to sustain urgency, adaptability, and motivation during rapid change Ability to multi-task and prioritize work effectively and accurately manage a large volume of constantly changing work in a fast paced environment
Open to coaching and constructive feedback, to improve performance and effectiveness