D2C Case Management Lead — Growth & Analytics

Banner Life family of companies | life insurance; Frederick (MD); Hybrid; USD 80,800 - 110,000; Full time

Benefits offered by this job

Hybrid work

15 vacation days

10 sick days

9 paid holidays

401K with company match

Pension plan

Wellbeing programs

Job summary

Banner Life Insurance Company seeks a D2C Case Management Supervisor to lead a team in the end-to-end processing of life insurance applications from digital and sales channels. The role includes coaching, performance management, and collaboration with sales to optimize activation and customer outcomes.

The position is hybrid and based in Frederick, MD, offering a compensation range and benefits package including vacation, holidays, and a 401K match.

Qualifications

• Candidate has a high school diploma and can obtain a Life/Health Insurance license within 30 days.
• Five years in case management or customer service with leadership experience in related domains.
• Proven ability to manage multiple priorities in a fast-paced sales environment.

Responsibilities

• Lead D2C Case Managers’ pipeline to ensure timely processing of applications.
• Coach the team to KPIs, monitoring call data and email quality.
• Maintain SLA attainment and contribute to process optimization and compliance.
• Collaborate with D2C Sales to drive technology, data analytics, and process improvements.
• Oversee onboarding and licensing training for new staff; ensure ongoing education.
• Act as Broker General Agent for D2C customers, communicating options and underwriting decisions.

Skills

Excellent communication

Relationship management

Sales culture fit

Time management

Independence & collaboration

Microsoft Office

Salesforce

Education

High school diploma

Life/Health license readiness

Tools

Salesforce

Microsoft Office

Job description

Banner Life Insurance Company seeks a D2C Case Management Supervisor to lead a team in the end-to-end processing of life insurance applications from digital and sales channels. The role includes coaching, performance management, and collaboration with sales to optimize activation and customer outcomes.

The position is hybrid and based in Frederick, MD, offering a compensation range and benefits package including vacation, holidays, and a 401K match.