The Case Manager owns the flow of tasks associated with all new Annuity and/or Life business as assigned through case workflow and under direction of the Lead Case Manager. This role reviews and processes work from submission of an application to the issue of business. This position reports to the New Business Manager.
Essential Functions
Reviews and processes applications for accuracy and replaces incorrect information in applicable systems
Ensures applications meet technical, legal and underwriting/suitability preliminary guidelines
Ensures all application processing and issue follow company and state guidelines for all products
Provides exceptional customer service with the mindset of going above and beyond for every client interaction, via email and phone calls, to include the end customer and the field
Establishes and maintains strong working relationships with agents of the assigned cases, including efficient, timely and professional communication
Applies various forms of payment checks, credit cards, preauthorized checks and wire transfers
Follows all applicable compliance procedures for processing such payments, including federal anti-money laundering guidelines and IRS cash reporting requirements; handles return checks/funds
Processes amendments, transmittals and policy delivery receipts through applicable systems.
Processes reissue requests on active policies within established time goals and mails new policy to agent. Follows applicable exception guidelines to maintain proper controls.
Handles requests for duplicate policies and policy cancellations via applicable systems
Assembles and mails policies to agents/ Order Fed Ex or UPS mailing labels via website
Processes check requests accurately and promptly to include any federal/state tax withholding
Runs background verification for fraud utilizing Instant ID, requests MIB and other essential vendor functions
Provides back-up assistance to other staff members in varying new business areas as needed
Has a sense of urgency without losing attention to detail, and the ability to multi-task
Performs other duties as assigned
Position Requirements
Knowledge, Skills & Abilities
Excellent customer service skills
Strong attention to detail
Type 30-40 WPM
Strong math skills of addition, subtraction, multiplication and division
90% Accurate data entry and typing skills required
Excellent verbal and written communication skills
Strong collaboration and teamwork skills
Bilingual skills in Spanish and English preferred
Licenses & Certifications
None required
Completion of LOMA insurance courses I and II required within first year of employment.
Associate Customer Service (ACS) preferred
Education & Experience
High school diploma or equivalent
1-2 years' experience in related areas
Strong understanding of life insurance and annuities preferred
Supervision & Leadership
No Supervision responsibilities
Environment & Work Conditions
Typical office environment and work hours, Regular and predictable attendance is required. Overtime may be required at peak times. The employee is required to stand and walk. The employee is regularly required to use hands to handle or feel. The employee is regularly required to talk or hear.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Full-Time/Part-Time Full-Time
Position Case Manager
Exempt/Non-Exempt Non-Exempt
About the Organization
National Western Life provides high quality insurance products on a global basis to meet the financial security needs of well-defined market segments. We provide professional and friendly service to our policyholders and agents and are responsive to the needs of our employees, shareholders and the community.
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
This position is currently accepting applications.