The purpose of this position is to provide proactive support for agents by demonstrating leadership and ownership of new business cases and striving to maximize the number of cases issued and placed. As the primary and escalation point of contact for agents, this individual will champion key issues related to new business cases using strong communication skills, business knowledge and understanding of insurance brokerage new business processing & underwriting goals. Sr. Case Managers must cultivate business relationships with agents, other members of their team, as well as external new business & underwriting teams. They ensure that cases are managed within protocol and consistency across team members. They are responsible for setting expectations appropriately and providing a client-centric experience throughout the process, including stats related to the phone queue or communication responsiveness (i.e., wait times.) As a Sr. case manager this position is also responsible for contracting/appointments, leading without authority, training, updating SOPs, continuous improvement and aligning with industry standards. This position provides insight and collaboration on projects for the parent organization. The Sr. case manager collaborates with the agency management team on initiatives and future planning including, but not limited to, improvements and upgraded tools or resources.

　　DUTIES & RESPONSIBILITIES:

　　Consults with the Sales Team to provide updated information related to illustrations, applications, and carrier process/procedures; may run updated illustrations as underwriting information becomes available that impacts the rating of the client

　　Manages relationships with the carriers’ underwriting and new business teams and paramedical companies

　　Provides training and oversight to ensure consistency and adherence to protocol by all case managers

　　Enter cases into the agency management system and understands/uses the system for updates and appropriate case status communication to agents

　　Review documentation and applications to ensure “in good order” prior to submission to carriers. Manage case follow-up for missing/incomplete information

　　Reviews and resolves escalated and/or complex cases

　　Review, investigate, process and track delivery requirements leading to improved cycle time

　　Manage the life cycle of each application to service standards, working closely with agents, service teams and underwriters by demonstrating a client-centric mentality.

　　Display critical thinking and proactive case management skills throughout the new business process

　　Provide regular updates on critical/escalated/complex cases to agency management

　　Proactively shares and implements service and process improvement ideas

　　Process policy changes within established carrier time frame including implementation and communication

　　Demonstrate professional verbal and written communication with internal and external partners and manage phone queue

　　Responsible to manage the process for agent/agency licensing, appointment and onboarding

　　QUALIFICATIONS & SKILLS:

　　Required:

　　Bachelor’s degree preferred or equivalent work experience

　　5-7 years’ experience in the insurance or financial services industry

　　Knowledge & active usage of medical terminology

　　Sr. level insurance case management experience in a brokerage environment preferred

　　Excellent oral and written communication skills with high level of professionalism

　　Effective interpersonal, analytical and negotiation abilities required

　　Ability to create and maintain strong and effective business relationships

　　Interact effectively with a wide variety of internal and external parties

　　Strong organization and prioritization skills

　　Ability to quickly adapt to a changing and dynamic environment

　　Ability to use problem-solving techniques to resolve escalated cases

　　Preferred:

　　Individual takes ownership for cases and acts with high accountability while also influencing and training others

　　Directly influences without authority and partners with others in the department to complete tasks

　　Limited travel

　　Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex , gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state , or federal law. This policy applies to all employees and job applicants.

　　Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation , please let us know by sending an email to [email protected] or call 800-847-4836 and request Human Resources.

　　At Thrivent, we believe money is a tool, not a goal. Driven by a higher purpose at our core, we are committed to providing financial advice, investments, insurance, banking and generosity programs to help people make the most of all they’ve been given. At our heart, we are a membership-owned fraternal organization, as well as a holistic financial services organization, dedicated to serving the unique needs of our customers. We focus on their goals and priorities, guiding them toward financial choices that will help them live the life they want today—and tomorrow.

　　For over 100 years, Thrivent has been helping people build their financial futures and live more generous lives. Today, it’s a Fortune 500 company that offers a full range of expert financial solutions, serving more than 2 million customers, as well as the communities in which they live and work.

　　Thrivent fosters a diverse workforce to serve our diverse clientele, reflecting a wide range of backgrounds and experiences. If you’re intrigued about our work and the possibility of becoming part of it, we invite you to visit Thrivent.com to learn more. You won’t just build a career; you’ll be part of an organization focused on growing, innovating, and serving.