Bilingual (French) Case Manager
Job Description
Duties will include :
- Building and maintaining a positive working relationship with our internal departments, Advisors, MGAs, Sales team, and Vendors to successfully manage the applications through the new business pipeline.
- Answer inbound producer service-related calls regarding all aspects of new business activities.
- Proficiently determine the needs of the caller or email sender and provide timely and clear response for one-time resolution to achieve a positive service experience to meet or exceed customer expectations.
- Order, review and follow up on pending requirements as per Underwriting criteria.
- Review documentation and requirements received for completeness, accuracy and action as required.
- Conduct regular clear, concise, comprehensive communications for outstanding requirements to effectively manage the lifecycle of the applications and meet KPIs set.
- Review, investigate, follow up, process and track settling requirements as required.
- Process policy changes, reissues, cancellations, declines, etc.
- Collaborate, when necessary, and manage issues / escalations with pro-active mindset.
- Actively participate in huddles & team meetings and share learnings in a constructive manner.
- Other duties as required.
Knowledge / Experience / Skills :
- Ideal candidate must have two to three years of previous work experience as a case manager or relevant work experience.
- Strong knowledge of life and Critical Illness insurance products
- Must have the ability to maintain a high level of accuracy, enthusiasm, and Dependability.
- Strong interest in providing exceptional customer service and support.
- University degree or College diploma in Business Administration or related work experience
- Willingness to share work experiences and commit to continuous learning
- Ability to make decisions independently.
- Results orientated and the ability to learn quickly.
- Ability and willingness to support the team accomplish its team goals.
- Ability to prioritize and accomplish multiple tasks simultaneously in a fast-paced environment.
- LOMA designation(s)
- Bilingual in French and English (written and verbal)
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