Case Manager

Why Saybrus?

We strive to help employees lead fulfilling professional lives. Excellence is expected and rewarded. We believe in straightforward communication and encourage employees to share opinions and ideas. Our salaries, incentive awards and comprehensive benefits provide a highly competitive total reward package based on individual and company performance. Many of our employees work from their homes, while others are based in our Hartford, CT headquarters.

Job Summary

Saybrus Partners is looking for a self-motivated individual for the role of Case Manager, a critical role in the success of Saybrus' life insurance distribution strategy. Case Managers provide new business support to key business partners. They must independently manage cases by creatively resolving issues, negotiating underwriting offers (where applicable) while leveraging contacts and resources to ensure a desired outcome. Candidates must possess a strong knowledge of the life insurance process and be able to troubleshoot problems causing cycle time delays. Responsibilities also include timely communications, assistance in gathering outstanding requirements and overall superior customer service. Case Managers are expected to utilize strong communication skills (verbal and written) to ensure cases move through the new business process in a timely manner. Case managers must work well in a team environment. This role has a direct correlation to the success of the account.

Job Description

Principal Duties and Responsibilities

• Proactively follow up and provide communication to support advisor/distributor satisfaction and understanding; ensure cases progress from submission to placement in a timely/efficient manner with superior service.
• Manage daily workload with emphasis on time management and quality standards. Review and assess requirements, as needed.
• Serve as a single point of contact to customers. Receive and resolve complex and/or sensitive customer service inquiries, complaints and problems with quality, accuracy, and in a timely manner. Proactively resolve any issues and inquiries.
• Manage the necessary components for the new business process, identifying cases that need special handling. Accept ownership and suggest innovative solutions to meet branch/client needs while undertaking new and different requests. Explore opportunities to add value.
• Use expertise in life insurance process, terminology, technology to support and enhance daily operations.
• Negotiate underwriting offers with the underwriting teams of our Product Partners as appropriate to provide best opportunity for placement.
• Provide continuous scheduled telephone coverage as business needs dictate.
• May be responsible for employee training and mentoring.
• Perform other duties as assigned

Knowledge, Skills and Abilities

• Knowledge of the life insurance process (permanent and term products), including key impairments
• Working knowledge of desktop applications such as Outlook, Word and Excel. Knowledge of Smart Office and Salesforce.com a plus.
• Critical thinking skills with the ability to identify and troubleshoot problems, and comfort with cases involving a high degree of complexity.
• Excellent verbal and written communication skills; clear and effective
• Excellent interpersonal and relationship building skills to interact with internal and external clients
• Discretion while handling confidential matters (e.g., medical records)
• Ability to work independently in a fast-paced, multi-faceted environment while focusing on critical deliverables
• Comfortable in a team environment and supportive of corporate change