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Case Coordinator
Pacific Life
Aliso Viejo, CA, United States
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Job Description
Currently, we are seeking a talented Case Coordinator III to join the Life Insurance Division in Aliso Viejo. The Life Insurance Division works with financial and insurance professionals to give families and businesses the life insurance coverage needed to help meet important financial protection, wealth accumulation, and wealth preservation goals.
Job Summary:
Responsible for ensuring that applications go through the new business and underwriting process from submission to payment in a timely manner. Facilitates and handles any problems or issues that may arise during the application process. Works closely with the sales team (Specialists, External and Internal Wholesalers) and provides regular status updates of the submitted business to the team. Responds to questions from Financial Advisors regarding status of submitted applications. Trains Financial Advisors and their assistants on administrative processes. May perform a variety of support functions on the team including answering phones.
Key Responsibilities:
Support Sales through the new business and underwriting process by working with Financial Professionals (or designated contact person), Field Wholesalers, Internal Wholesalers, Internal Partners, and Management.
• Able to identify and resolve complex cases, including proper escalation procedures.
• Assist team members on cases.
• Ensure that applications go through the new business and underwriting process from submission to delivery within SLAs.
• Track, monitor, and provide the status of assigned cases.
• Provide monthly sales projections for paid business.
• Proactively communicate and resolve delays caused by outstanding/additional underwriting or client requirements (e.g., interview, lab scheduling).
• Pursue outstanding requirements within SLA’s.
• Identify and resolve issues. Research non-routine issues and resolve appropriately using available resources, good judgment and decision-making skills. Escalate issues to supervisor or senior leads as needed.
• Document all activities on applicable home office systems.
• Build and sustain relationships that contribute to repeatable business.
• Carry out duties in compliance with all state & federal regulations & guidelines as well as company policies and procedures.
• Work with underwriting and new business to obtain the best possible rates and appropriate exceptions.
• Actively participate in weekly team meetings and weekly team calls including preparing reports on new business for team calls.
• Log into inbound phone system and remain available to take inbound calls.
• Answer 85% of ACD calls presented to you.
Factors for Success:
Good knowledge of insurance products, industry and procedures gained through 3+ years of experience in the insurance industry or through a combination of experience and coursework. Proficient in the use of personal computers and specialized software (e.g., Microsoft Word, Excel, PowerPoint, illustration software). Excellent written and communication skills. Strong organizational skills to perform administrative functions. FINRA registration may be required if business need arises.
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