Case Manager I

OneAmerica Financial; Indianapolis (IN); Hybrid; USD 40,000 - 55,000; Full time

Job summary

OneAmerica Financial is seeking a Case Manager I to support the New Business and Underwriting process. This role focuses on ensuring timely case management and enhancing customer experience through effective communication and collaboration with internal teams.

Qualifications

• 2+ years of experience in customer service required.
• Self-accountability and ability to perform effectively in a fast-paced environment.

Responsibilities

• Responding to customer inquiries and handling transactional tasks.
• Managing day-to-day case tasks to ensure timely case progression.

Skills

Attention to Detail

Communication

Education

High School Diploma

College Degree

Tools

Microsoft Office

Job description

Indianapolis Tower
Indianapolis, IN 46206, USA

Description

At OneAmerica Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship. We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together. Come be a part of this journey with us as we champion lives!

Job Summary

The Case Manager I is a crucial role within the team, supporting the smooth and efficient progression of cases through the New Business and Underwriting process. This role is foundational in case management, with a strong focus on transactional tasks, ensuring that cases are handled in a timely and accurate manner.

This role is vital for maintaining stream-lined operations within the team by working in tangent with their Case Manager II and Sr. counterparts while ensuring that the customer experience is positive throughout the life of the New Business application.

Case Manager I is responsible for:

• Responding to customer inquiries, offering fundamental support to our field partners with clear and efficient communication via phone and email.
• Handling transactional tasks.
• Triaging issues and inquiries by directing customers to the appropriate teams and departments when necessary.
• Performing adjustments
• Training, mentoring, and auditing less experienced associates.
• Escalating claim issues with minimal leadership consultation. Taking on escalated calls.

Primary Responsibilities include, but are not limited to:

• Focus on key transactional items within the case manager queues, and UWPro.
• Review and update vendor related sites.
• Manage day-to-day case tasks, ensuring all actions required for timely and accurate case progression are completed in alignment with New Business and Underwriting processes.
• Adhere to phone metrics such as average handle time and availability.
• Maintain return email and phone correspondence, daily report items, and weekly report items within defined Service Level Agreements.
• Ensure a smooth and efficient case flow by collaborating with multiple internal stakeholders to resolve issues or escalate complex concerns as needed.
• Maintain accurate case data and track progress to ensure that each case moves through the pipeline according to targeted service level agreements.
• Continuously meet or exceed established performance metrics, including case processing speed, communication effectiveness, and customer satisfaction.
• Demonstrate Empowerment with Accountability and adhere to OneAmerica Ways.

Job Requirements

• College degree or work experience in lieu preferred (insurance, operations, call center or financial services).
• 2+ years of experience in customer service required.
• Requires self-accountability, strong attention to detail, and the ability to perform effectively in a fast-paced customer service environment with high volumes.
• Proficient with Microsoft Office products.
• Professional written & verbal communication skills and the ability to collaborate with internal stakeholders.
• High School Diploma required, or any combination of education and experience which would provide an equivalent background.

Salary Band: 1A

This selected candidate will be expected to work Hybrid in Indianapolis, IN.The candidate will also be expected to physically return to the office in CA, IN or ME as business needs dictate or for team-building and collaboration.

If you are offered and accept this position, please be advised that OneAmerica Financial does not have any offices located in the State of New York and OneAmerica Financial associates are not permitted to work remotely in the State of New York.

Disclaimer: OneAmerica Financial is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

For all positions:

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica Financial, visit oneamerica.com/companies.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.