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 Update and track any outdated SLAs and match the SLA to the needed processes and procedures.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.
