Direct to Consumer Case Management Supervisor

D2C Case Management Supervisor

The D2C Case Management Supervisor will effectively lead D2C Case Managers' new business pipeline to ensure accurate and timely processing of all life insurance policy applications and requirements originated through digital and Sales customer acquisition channels. Manage work volumes and staff to meet time service, customer and production standards while improving efficiencies and managing business expenses. Perform duties assigned as a member of the Shareholder leadership team and a licensed agent from point-of-sale to post-sale including up-sell, cross-sell and retention responsibilities.

By offering career development opportunities, comprehensive benefits, and programs that support your wellbeing, we help you thrive personally and professionally. We are here for you, here for good and here for better.

Responsibilities

1. Responsible for supporting the D2C Sales Manager in the day-to-day management of the D2C Case Management cases and optimization of case activations to ensure that shareholder delivers a high-quality customer experience that complies to optimized productivity standards, robust compliance controls and exceeds pre-defined sales goals in support of shareholder's growth ambitions.

2. Monitor and coach Case Management team to KPI's and Standards set forth by leadership, including analyzing call data and email quality giving feedback to Case Managers through bi-weekly 1:1's and quarterly reviews

3. Adhere and achieve all Targets and Goals set to the Case Management division of D2C including but not limited to: Customer Satisfaction / time to resolution of cases / escalation resolution / average case handling time / etc

4. Partner with D2C Sales Management to identify opportunities where improvement of the technology, data analytics, and processes being used by the D2C Case Managers optimize completed application-to-activation success, vendor management and improve customer outcomes. Additionally, we seek out new technology processes and systems, becoming an expert in order to lead the team on process change.

5. Support the continual improvement of case management models through the analysis of daily reports, identifying patterns, highlighting escalated policies to drive activation rates and update processes and procedures to full compliance with state and federal regulatory entities

6. Partner with the D2C Sales Manager on execution of business strategy and growth of case management operations and headcount through thought leadership in alignment with the ambitious growth plans of shareholder.

7. Collaborate on SLA / SOP development and adjustments with D2C leadership for best in workplace standards while supporting a healthy customer lifecycle. Collaborating with Agent Supervisor to maintain D2C standards of excellence across the entire team.

8. Assist the D2C Sales Manager in identifying, interviewing and on-boarding newly recruited staff. This includes ensuring new staff receive the required training to secure their life insurance license and continued education is successfully completed in a timely manner to maintain licenses/appointments.

9. Perform all case manager duties/functions and delegate work/duties to case managers as appropriate to ensure daily SLA is met. Update and track any outdated SLAs and match the SLA to the needed processes and procedures.

10. Validate systems and workflow to ensure all processes are functioning correctly and policy contract is 100% accurate. Identify any system weaknesses and define options to remedy. Work with IT to test and implement all system modifications.

11. Participate in performance meeting with SLT and Digital Distribution Team on an on-going basis to provide thoughtful insight on process/system challenges, current trends identified, offer best practice adoption suggestions across peer departments within shareholder.

12. Collaborate across department lines with peers and colleagues to foster positive relationships built on trust, integrity and mutual respect to ensure process efficiency and policy activations.

13. Perform as the Broker General Agent (BGA) for the D2C business to its customers won through digital and Sales customer acquisition tactics (up-sell, cross sell, retention of business, review and explain offer rationale, underwriting decisions and re-rates including duties requiring the function of a licensed sales agent for case retention, accurately communicate policy options including riders, coverage amount and term length and re-rates.

14. Responsible for training staff and measuring staff proficiency by conducting ongoing quality control review of their daily workflow. Provide feedback and additional training to staff as needed and document staff performance. Review findings and identify problematic issues and resolutions with Department management.

15. Monitor and process email communication with potential customers

16. Maintain accurate knowledge of products and core competitors through market research. Acquire industry intelligence on competitor products, rates, sales, and strategies.

17. Maintain accurate client records using Excel Spreadsheets and Salesforce CRM

18. Participate in shareholder continuing education courses as deemed necessary by Department management to include Underwriting Basics and Medical Terminology.

19. Participate in weekly sales meetings and performance reviews with sales management.

20. Process all other duties as assigned by Department management.

Qualifications

Education

High school diploma or equivalent

Ability to obtain Life/Health Insurance Producer's license within 30 days from hire date

Experience/Knowledge

5 years of experience in a case management or customer service related position

2 years Sales Force experience

3 year leadership experience in Case Management, projects, escalations, etc.

2 Years in Sales

Experience using computers and navigating among multiple systems and screens

Skills

Excellent verbal and written communication skills, including well developed interpersonal skills

Strong relationship management skills

Thrive in a fast-paced, high-energy Sales environment

Demonstrated time management skills and the ability to manage multiple priorities

Ability to work independently and within a collaborative environment

Proficiency with Microsoft Office Suite (Word and Excel)

What's in it for you?

The expected hiring compensation range for this position is $80,800 - $110,000 annually. This is a hybrid opportunity working out of our Frederick, MD office.

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 8% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 15 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.