Bilingual New Business Case Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage the complete process of new business applications to support producers.

• Respond to inbound customer service inquiries in both Spanish and English regarding Foresters Financial's new business operations.

• Assess caller needs and deliver prompt support for one-call resolutions.

• Handle cases efficiently for producers while fostering positive customer relationships, including addressing escalations.

• Evaluate new business applications and initial premium payment arrangements for thoroughness and correctness.

• Collect, process, and input information necessary for underwriting decisions.

• Oversee certificate issuance and fulfill delivery requirements.

• Set and manage producer expectations through phone, email, and portal communications.

• Guide navigation through new business workflow processes.

• Supervise assigned applications and certificates from setup through resolution.

• Review documents and requirements, following up on any missing or incomplete information.

• Investigate, process, and monitor delivery requirements.

• Handle policy modifications, including cancellations, replacements, reissues, and changes within 90 days.

• Archive electronic documents, such as case-specific internal and external customer emails.

• Suggest and support enhancements and efficiencies in processes.

⛳️ Requirements

• A college diploma or equivalent work experience.

• 3-5 years of experience in customer service roles.

• Ability to collaborate effectively with both internal and external customers to identify optimal solutions.

• A positive, enthusiastic, and teamwork-oriented attitude.

• Capacity to organize and prioritize daily tasks while adhering to tight deadlines in a fast-paced environment.

• Exceptional attention to detail and strong analytical abilities.

• Results-driven and motivated to achieve daily production goals.

• Proven professional demeanor focused on customer service.

• Experience with servicing US life insurance applications.

• Preferred industry education such as LOMA or NAILBA certification.

• Solid expertise and knowledge relevant to the departmental role.

• Strong comprehension of life insurance products, services, systems, and regulatory standards.

• Excellent analytical and problem-solving skills.

• Ability to independently address customer/producer escalations, including root cause analysis, remediation, mitigation, and solutions.

• Consistent record of achieving high key performance indicators.

• Ability to establish rapport and collaborate effectively with customers and internal stakeholders.

• Familiarity with current guidelines and processes, along with the capability to provide product and process education.

• Strong attention to detail and the ability to weigh short- and long-term impacts of decisions and priorities.

• Capable of providing constructive feedback for continuous improvement and documentation updates.

• Flexibility to adjust to changing priorities, work demands, and varied schedules.

• Ability to multitask effectively and manage time efficiently.

• Proficient in both English and Spanish, particularly in phone and email communication.

• Willingness to work rotating shifts within designated operating hours, including US/Canadian statutory holidays as needed.

🏝️ Benefits

• Discretionary variable incentive plan available for eligible employees, contingent on individual and company performance.

• Accessible candidate experience and recruitment accommodations.

• Commitment to equal opportunity, inclusion, diversity, and equity.