THE OPPORTUNITY

The incumbent will be responsible for the case management of pre/post sale service transactions. The Case Manager supports Operations to ensure a smooth, timely, and positive service experience for the financial representatives and clients on new and existing policies.

• End-to-End Case Management
• The Case Manager is responsible for overseeing the end-to-end service aspects throughout the case lifecycle (pre- and post-sale)
• Pre-sale:
• The Case Manager will mainly liaise with the Financial Representatives, Business Development Managers, New Business & Underwriting and Legal & Compliance teams to assist with understanding and gathering of required financial and medical documents, underwriting requirements and other necessary documents, especially critical for policy issuance. Responsible for ongoing and proactive status updates.
• Regular case discussion with Financial Representatives to provide clarity on underwriting requirements and decisions
• Be the first line of review for appeals and provide appropriate advice to our partners
• Provide close follow-up for cases that required Legal & Compliance teams review
• Post-sale:
• The Case Manager will mainly liaise with the Distribution Partners, Policy Services, Product & Pricing teams, Client Services and Claims teams on inforce policy requests, including policy changes, inforce illustrations, claims and other post-sales related transactions. Provides clear information on the necessary requirements to allow for one-touch resolution. Responsible for ongoing and proactive status updates.
• Facilitate the overall processes for post sales transaction
• Coordinate with internal stakeholders to provide accurate and timely information