Case Manager

Job Title: Case Manager

Department: Life Insurance Desk/Sales

Reports To: VP- Insurance Solutions

Location: Louisville, KY

Employment Type: Full-Time

Position Summary:

We are seeking a detail-oriented, proactive Life Insurance Case Manager to join our dynamic team. The Case Manager will be responsible for overseeing and facilitating all aspects of the new business life insurance process from application to policy issue. This role is essential in providing outstanding support to independent financial professionals, insurance advisors, and internal teams, ensuring that cases are processed accurately and efficiently.

Key Responsibilities:

• Manage the full lifecycle of life insurance applications, from submission through policy issue, for multiple carriers.
• Serve as the primary point of contact for advisors, carriers, and internal stakeholders regarding case status and requirements.
• Review and ensure accuracy and completeness of submitted applications and supporting documentation.
• Order and track requirements such as medical exams, APS reports, and financial documentation.
• Communicate regularly with carriers to monitor case progress, address outstanding requirements, and resolve issues.
• Update case management systems and CRM tools with accurate and timely information.
• Provide exceptional customer service by responding promptly to inquiries from advisors, their staff, and their clients.
• Collaborate with internal underwriting and sales teams to facilitate smooth case processing and placement.
• Maintain a thorough understanding of carrier products, underwriting guidelines, and regulatory compliance.
• Escalate issues appropriately to ensure timely resolution and client satisfaction.

Qualifications:

• Required:
• • 1–2 years of customer service experience, ideally in a sales-driven or client-focused environment.
  • Proven ability to manage multiple cases and deadlines in a fast-paced, high-volume environment.
  • Excellent verbal and written communication skills, with a strong focus on customer service and relationship management.
  • Highly organized and detail-oriented, with the ability to track case requirements and follow through to completion.
  • Comfortable working independently and collaborating with internal teams and external partners.
  • Must obtain Case Manager certification (such as those offered by NAIFA or LOMA) within the first 6 months of employment, if not already held.
• Preferred:
• • Experience with multiple life insurance carriers and platforms.
  • Proficient in using case management systems and platforms such as iPipeline, SmartOffice, Agency Integrator, or similar tools.
  • LOMA or industry certifications a plus.
  • Bachelor's degree in business, communications, Hospitality, Human Resources, or a related field.
  • Life and Health Insurance License preferred

Personal Attributes:

• Detail-oriented, with a strong commitment to accuracy and quality in all aspects of work.
• Client-focused, with a proactive, service-minded approach to supporting agents, advisors, and internal teams.
• Strong communicator, able to explain complex information clearly and professionally in both written and verbal formats.
• Adaptable and resilient, comfortable working under pressure and adjusting to changing priorities or carrier guidelines.
• Problem-solver, with the ability to think critically, troubleshoot issues, and escalate when necessary to meet deadlines.
• Team player, with a collaborative mindset and a willingness to support others to achieve departmental and company goals.
• Discreet and professional, maintaining confidentiality and demonstrating integrity in handling sensitive client and policy information.

Compensation & Benefits:

• Competitive salary based on experience
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Opportunities for professional development and industry education