Sales Case Manager

Direct-to-Consumer Business Case Manager

Join a team that's transforming how customers experience life insurance. The Direct-to-Consumer (D2C) Business Case Manager plays a critical role in managing life insurance applications from start to finish across Banner Life Family of Companies' digital and partner-driven channels. If you thrive in a fast-paced environment, excel at customer engagement, and have strong operational discipline, this role offers the opportunity to influence both customer experience and revenue growth.

Responsibilities

Own the Full Case Lifecycle

Manage all life insurance applications from submission through underwriting, issue, and activation across:

• Agent-led digital applications
• AppAssist transfers
• Embedded partner platforms (Lemonade, D3C, and others)

Serve as the internal BGA-equivalent for D2C business, overseeing:

• Case intake and validation
• Pre-underwriting review
• Underwriting coordination & requirements
• Policy placement and issue
• Term-to-Universal Life (UL) conversion illustrations
• Reinstatements, NSF/inactive account workflows
• End-to-end retention management

Communicate Underwriting Decisions

Provide clear, professional explanations of:

• Standard, preferred, and table-rated outcomes
• Adverse decisions
• Re-rates and updated quotes
• Term-to-UL conversion eligibility
• Guide customers toward the best options while ensuring suitability and compliance.

Drive Operational Excellence

• Monitor D2C case queues and inboxes
• Maintain accuracy, productivity, and SLA timeframes
• Identify and escalate system or process bottlenecks
• Support digital engagement platforms (chat, click-to-call)

Support Sales, Retention & Upsell Strategies

• Follow up on revised quotes and underwriting decisions
• Increase placement ratios through proactive outreach
• Offer supplemental coverage, riders, and conversion solutions
• Serve as overflow to the call center as needed

Champion Customer & Stakeholder Experience

• Resolve escalations and information gaps
• Document all interactions in Salesforce
• Cross-collaborate with Underwriting, Policy Issue, Compliance, Legal, IT, and D2C leadership
• Ensure consistency, accuracy, and regulatory alignment across all touchpoints

Contribute to Continuous Improvement

• Support procedure updates and documentation
• Identify system issues and escalate for resolution
• Help train colleagues on workflows, systems, and best practices
• Participate in weekly meetings, audits, and performance reviews

Qualifications

What You Bring

Education

• High school diploma or equivalent required
• Must obtain Life & Health Producer License within 30 days

Experience

• 3+ years in case management, insurance operations, or a customer-facing life insurance role
• Working knowledge of underwriting workflows and D2C insurance systems
• Sales experience preferred

Skills

• Strong communication, negotiation, and relationship-building abilities
• Advanced Salesforce and Microsoft Office proficiency
• Comfortable in a high-volume, fast-paced environment
• Excellent multitasking, prioritization, and independent work skills

What's in it for you?

The expected hiring compensation range for this position is $54,100 - $60,000 annually. This is a hybrid opportunity working from 8:30 AM to 5PM EST.

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses. This role is eligible to participate in the Annual Incentive Plan. The current target payment for the position is 3% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 10 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We're big on professional development and we'll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.