Sales Case Manager

Job Title: New Business Case Manager

Industry: Life Insurance / Financial Services

Location (city, state): Frederick, MD

Assignment Type: Direct Hire

Pay: $55,000 – $62,000 annually

Work Schedule: Hybrid | Monday & Friday Remote | Tuesday–Thursday Onsite | 9:00 AM – 5:30 PM | Full-Time

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About Our Client:

Our client is a leading life insurance and financial services organization dedicated to helping individuals and families achieve long-term financial security. Through innovative digital solutions and customer-focused service, Banner Life provides life insurance products designed to protect customers while delivering an exceptional client experience.

Job Description:

Our client is seeking a New Business Case Manager to join its Direct-to-Consumer (D2C) team. This role serves as the primary point of contact for customers after a life insurance application has been submitted and manages the application throughout the underwriting and policy issuance process. The ideal candidate is highly detail-oriented, analytical, customer-focused, and comfortable managing complex cases while coordinating with multiple internal and external stakeholders.

Key Responsibilities:

• Manage life insurance applications from submission through underwriting, policy issuance, activation, reinstatement, and retention activities
• Serve as the primary point of contact for customers throughout the underwriting process
• Review applications for completeness, identify missing information, and resolve discrepancies
• Coordinate with underwriting teams, medical providers, customers, and internal departments to ensure timely case progression
• Communicate underwriting decisions, updated quotes, policy options, and eligibility information to applicants
• Monitor case queues, inboxes, and service-level timelines to ensure productivity and accuracy standards are met
• Maintain detailed records and customer interactions within Salesforce and CRM systems
• Support policy retention, reinstatement, and conversion opportunities
• Resolve escalated customer issues and provide exceptional customer service throughout the process
• Collaborate with Underwriting, Compliance, Legal, IT, and leadership teams to ensure successful case outcomes
• Assist with audits, process improvements, training initiatives, and workflow enhancements

Qualifications:

• High School Diploma or equivalent required
• 3+ years of case management, insurance operations, or customer-facing insurance experience
• Experience managing applications, files, cases, or client processes from start to finish
• Strong customer service and relationship management skills
• Experience using CRM systems; Salesforce preferred
• Proficiency with Microsoft Office Suite, including Excel and PowerPoint
• Strong analytical thinking, problem-solving, and attention to detail
• Excellent verbal and written communication skills
• Ability to multitask and prioritize effectively in a high-volume environment
• Ability to work independently while collaborating across multiple departments
• Working knowledge of underwriting processes or insurance operations preferred
• Must obtain Life & Health Producer License within 30 days of employment (company-provided training and exam support)

Additional Details:

• Department: Direct-to-Consumer (D2C)
• Team Size: 7
• Company Size: 1,000+ employees
• Start Date: Next available new-hire orientation class
• Interview Process: HR Phone Screen → Teams Interview with Hiring Manager → In-Person Interview
• Working alongside one additional recruiting firm and internal recruiting team
• Candidates should be prepared to discuss a case, application, file, or client situation they managed from start to finish
• Company provides licensing study materials, training, and exam support
• Employees have up to three opportunities to pass the licensing exam
• Ideal candidates are process-oriented, analytical, detail-focused, inquisitive, and proactive

Perks:

• Hybrid work schedule with two remote days per week
• Comprehensive training and licensing support
• Tuition reimbursement program
• Medical, dental, vision, and life insurance benefits
• Opportunity to join a growing and established financial services organization
• Exposure to underwriting, insurance operations, customer experience, and process improvement initiatives
• Collaborative team environment with strong opportunities for professional growth and advancement
• Direct impact on customer experience through end-to-end case ownership

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.