Case Advocate, New Business - Life
Nationwide is a company dedicated to helping individuals and businesses prepare for and protect their future. The Case Advocate will manage life insurance cases from receipt of new applications through policy placement, ensuring an exceptional customer experience and efficient processing of new business.
Responsibilities
- Verifies all documents and information is complete and in good order. Understands, identifies and communicates good order requirements needed to complete the application
- Organizes and prioritizes workload to ensure assigned cases are processed, issued, and placed in a timely manner, while maintaining frequent communication to manage expectations appropriately
- Takes proactive steps to move the process forward, including conducting regular and timely follow-up on all case requirements
- Resolves issues with new business processing, licensing, commissions, vendors, etc. Provides guidance to producers on application/new business processes, medical requirements, replacements and illustration procedures
- Continuously looks for ways to expedite and improve our processes and services
- Builds and maintains relationships with producers, firms, BGAs and sales partners. Provides assistance/answers questions in a timely manner
- Updates policies once approved, so they can be issued
- Monitors issued cases and ensures all requirements are fulfilled, e.g., delivery receipts, illustrations, amendments, etc
- Processes requests for any policies not approved or declined by the insured after approval
- Updates records and sends out documentation for policies placed in incomplete status
- Reviews matched mail documents and updates files as received
- Contacts disbursement department to have internal/external 1035 requests completed
- Processes payment requests; researches and resolves money discrepancies received. Generates checks as needed
- May perform other responsibilities as assigned
Skills
- Processing new life insurance business quickly and efficiently
- Providing an exceptional customer experience
- Creativity, top-notch communication and attention to detail
- Ability to thrive in a fast paced, constantly evolving environment
- Ability to work independently and as a team member
- Verifies all documents and information is complete and in good order
- Understands, identifies and communicates good order requirements needed to complete the application
- Organizes and prioritizes workload to ensure assigned cases are processed, issued, and placed in a timely manner
- Maintaining frequent communication to manage expectations appropriately
- Takes proactive steps to move the process forward
- Conducting regular and timely follow-up on all case requirements
- Resolves issues with new business processing, licensing, commissions, vendors, etc
- Provides guidance to producers on application/new business processes, medical requirements, replacements and illustration procedures
- Continuously looks for ways to expedite and improve our processes and services
- Builds and maintains relationships with producers, firms, BGAs and sales partners
- Provides assistance/answers questions in a timely manner
- Updates policies once approved, so they can be issued
- Monitors issued cases and ensures all requirements are fulfilled
- Processes requests for any policies not approved or declined by the insured after approval
- Updates records and sends out documentation for policies placed in incomplete status
- Reviews matched mail documents and updates files as received
- Contacts disbursement department to have internal/external 1035 requests completed
- Processes payment requests; researches and resolves money discrepancies received
- Generates checks as needed
- Ability to prioritize work
- Ability to work independently in a fast-paced environment
- Maintain focus on critical deliverables
- Provide extraordinary care
- Ability to make decisions with moderate oversight
- Solid verbal and written communication skills to interact with internal and external audiences
- Ability to research issues and determine optimal resolution
- Decision making skills for problem identification and correction
- Discretion while handling confidential matters (e.g., medical records)
- Regularly and consistently demonstrates Nationwide Values
- Undergraduate studies preferred
- Customer service experience preferred
Benefits
- Medical/dental/vision
- Life insurance
- Short and long term disability coverage
- Paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date
- Nine paid holidays
- 8 hours of Lifetime paid time off
- 8 hours of Unity Day paid time off
- 401(k) with company match
- Company-paid pension plan
- Business casual attire
Company Overview