CaseManagement-NewBusiness

## Description The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most. In this role, you’ll serve as a subject matter expert and team lead within our Case Management department. You will be supporting daily operations, mentoring team members, and driving process improvements that enhance the customer experience. You’ll play a key role in ensuring high-quality outcomes by resolving complex issues, supporting team performance, and partnering with leadership to optimize workflows. If you enjoy coaching others, solving complex problems, and influencing how work gets done, this is a great opportunity to grow your career. ## Job Duties Serve as a trusted subject matter expert and go-to resource for complex case management processes, systems, and escalated issues Train, coach, and mentor team members to build capability, improve performance, and ensure consistency in how work is executed Lead quality and compliance audits, identifying trends, providing actionable feedback, and driving continuous improvement across the team Monitor and actively manage team workflow, balancing workloads and resolving bottlenecks to meet service and productivity goals Act as a primary escalation point for high-profile or complex cases, conducting research and facilitating resolution across teams Partner closely with leadership to identify process gaps, recommend improvements, and help implement solutions that enhance efficiency and customer outcomes Develop and maintain training materials, job aids, and process documentation to support ongoing learning and knowledge sharing Support day-to-day operations by stepping in to process complex or priority transactions as needed to ensure team success Other duties as assigned ## Qualifications 3+ years in case management, life insura