Case Manager - Securities

Sammons Financial Group Inc.; West Des Moines (IA); On-site; USD 42,000 - 71,000; Full time

Benefits offered by this job

Comprehensive health coverage

Employee Stock Ownership Plan (ESOP)

401(k) plan

Fridays off year-round

Generous paid time off

Job summary

Sammons Financial Group Inc. is seeking a customer service-focused professional to provide timely support to agents, partners, and customers. The role involves handling applications, documentation, and communication across channels with empathy.

Ideal candidates have a customer-centric mindset, strong verbal and written communication, and the ability to work independently in a fast-paced environment while meeting production goals.

Qualifications

• Bachelor's Degree preferred.
• 1-3 years' experience in a related field preferred.
• Customer centric mindset.
• Strong communication skills, both verbal and written.
• Superior ability to listen and be responsive to customers; ability to relay difficult decisions while showing empathy.

Responsibilities

• Provide professional, accurate and timely service to agents, distribution partners and customers via telephone, email or written communication with empathy.
• Process applications and paperwork; document outstanding requirements; apply premium and issue contracts.
• Independently review items and decide within policy; involve others when outside scope of authority.
• Proactively initiate calls to educate agents, advisors or customers on status and requirements.
• Meet daily production goals and monitor accuracy while complying with company standards and regulations.

Skills

Customer service

Communication skills

Empathy

Attention to detail

Education

Bachelor's Degree Preferred

Job description

What You Can Expect In This Role

Provide professional, accurate and timely service to agents, distribution partners and internal and external customers, with a focus on efficient and effective end to end processes. Work with, navigate within and understand complex computer systems while maintaining high quality work. Responsibilities include but are not limited to: application review, case management, quality assurance and inbound and outbound call support/guidance.

What You'll Do In This Role

• Use superior language skills to provide high quality customer service via telephone (inbound and outbound), email or written communication; conduct communication in a professional, pleasant and helpful manner; perceive, distinguish and empathize with emotions of customers.
• Process a variety of tasks, high volumes of work and inbound phone calls in a fast paced, time-sensitive environment.
• Process applications and corresponding paperwork; document any outstanding requirements. Apply premium and issue contracts.
• Independently conduct initial review and make decisions that fall within prescribed policies and limits. Determine when to involve others for items outside scope of authority.
• Proactively initiate telephone communication to build positive relationships and educate agents, advisors or customers regarding application status and outstanding requirements.
• Manage cases with a sense of urgency and commitment to accuracy; recognize high priority situations and respond accordingly.
• Accountable for making corrections, resolving problems or complaints and notifying individuals of action taken.
• For Policy Change, utilize accounting principles and practices to ensure accounts are in good standing and in compliance with suspense controls.
• Take ownership and accountability for achieving and maintaining daily production goals and decreasing total turnaround time. Monitor personal work to verify accuracy and ensure compliance with company standards and regulations, including understanding all changes (i.e., system, regulatory, rate, product, continuous improvement and transformational changes) that affect the company and industry.
• Maintain knowledge of the multiple platforms through which applications and funds are received.
• Analyze complex information, use resources to identify solutions and follow through on resolution of issues promptly and professionally.
• Perform due-diligence to potentially identify fraudulent conduct and take appropriate actions to alert Legal and Compliance.
• Look for work process improvement opportunities by analyzing results, monitoring discrepancies and collaborating with team or peers for input in order to identify trends; work to implement solutions with manager guidance.
• Participate in ongoing training and development to maintain knowledge of New Business, system enhancements and professional skills. Show accountability for individual growth and development.
• Actively participate and collaborate during daily team huddles; commit to completing takeaways and follow up with the group.
• Support multiple customer bases that include distribution partners, external customers, third parties and internal partners.
• Use comprehensive knowledge of annuity or life contracts, government regulations and departmental policies and procedures to provide support to other teams and departments as volume and capacity allows.
• Provide training support for the team, including helping to train new team members when necessary.
• Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity).
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.
• Other duties as assigned.

What We're Looking For

• Bachelor's Degree Preferred
• 1-3 years' experience in a related field Preferred
• Customer centric mindset
• Strong communication skills, both verbal and written
• Superior ability to listen and be responsive to customers; ability to relay difficult decisions while showing empathy
• Strong sense of urgency
• Excellent decision making skills with the ability to solve problems innovatively to find “win-win” solutions
• Ability to work independently and also effectively work with diverse personalities
• Strong organizational skills and attention to detail
• Ability to prioritize work effectively and accurately manage a large volume of work in a fast-paced environment
• Open to coaching and constructive feedback to improve performance and effectiveness
• Demonstrated ability to adapt to frequent change and to think with a future focus mindset
• Ability to work periodic overtime, sometimes with relatively short notice

Other Requirements

• Criminal background check required.
• If the position is in the SIG business unit, Annuity New Business Securities team, or if we are holding securities licenses, FINRA regulations require fingerprinting for this position; if we are holding securities licenses, a credit check will also be required. Management reserves the right to determine and approve incumbent suitability for this position.

Salary Range Information

USD $42,357.00 - USD $70,595.00 /Yr. Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire.

What you can expect when you join Sammons Financial Group

• Comprehensive health coverage for you and your family, including Medical, Dental, Vision, HSA & FSA options, and term life insurance.
• Competitive compensation with a performance-based incentive program tied to clear goals and individual and/or company success.
• Invest in your future with our 100% company-funded Employee Stock Ownership Plan (ESOP), plus automatic enrollment in our 401(k).
• Work-life balance that means something. Friday afternoons off year-round, generous paid time off, and paid holidays.
• Commit to your growth with paid development time, tuition reimbursement, and professional development opportunities across industry, individual, and leadership programs.
• Make an impact beyond the workplace through volunteer time off, and our company nonprofit matching gift program, supporting the causes that matter most to you.
• An ownership culture that inspires; join a connected, values-driven workplace where employees take accountability, support one another, and are empowered to do their best work- together shaping our future shared success.

Work Authorization/Sponsorship

At this time, we’re not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)

Additional Information

Sammons Financial Group Is An Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other characteristic protected by applicable law.

ADA

Sammons Financial Group is committed to providing reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you need assistance or a reasonable accommodation at any stage of the application or hiring process, including navigating our website or applying for a position, please contact [e-mail] or call 800-728-2987.

E-Verify

Sammons Financial Group participates in E-Verify and will provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Policy for External Search Firms and Agencies

Sammons Financial Group maintains an internal Talent Acquisition function and does not accept unsolicited resumes or candidate submissions from search firms, staffing agencies, or other third-party recruiting vendors. Please review our Recruitment Agency Policy for additional information here.