Sales Case Manager

Banner Life; Frederick (MD); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Hybrid work model

Annual incentive plan/bonuses

401K with company match

Pension package

Health, life, and dental insurance

Paid holidays

Job summary

Banner Life Insurance Company is seeking a Direct to Consumer Case Manager to oversee life insurance applications from submission through underwriting, issue, and activation across online and direct-to-consumer channels. You will collaborate across underwriting, IT, and operations to reduce delays, ensure accuracy, and meet SLAs while guiding customers with clear product options and recommendations.

This hybrid role offers competitive compensation and comprehensive benefits, including health,

Qualifications

• :Bachelor-level requirements not listed; see below.
• Education and experience requirements as stated in the posting include a high school diploma or equivalent and licensing within 30 days.
• Minimum 3 years in case management, insurance operations, or equivalent customer-facing role.
• Experience with underwriting, medical terminology, or insurance preferred.

Responsibilities

• Own end-to-end Direct to Consumer (D2C) life insurance applications from submission to underwriting, policy issue, and activation.
• Explain underwriting decisions clearly to customers via phone and email, including re-rates and alternatives.
• Monitor pipelines to meet productivity, accuracy, and cycle-time goals; track submissions and statuses.
• Provide revised quotes and cross-sell/upsell opportunities to support revenue growth.
• Collaborate with underwriting, compliance, IT, policy issue, and call center teams to resolve issues and ensure seamless processing.
• Support updates to workflows and documentation to stay compliant with regulations.
• Assist in onboarding and training team members on workflows and systems.

Skills

Communication

Negotiation

Relationship management

CRM proficiency

MS Office

Multitasking

Collaboration

Education

High school diploma or equivalent

Life & Health Producer License within 30 days

Tools

Salesforce

Job description

Overview

At Banner Life Insurance Company, we lead with heart and ambition. Every day, we transform purpose into progress, guided by our unwavering commitment to be better for our customers, clients, and communities, not just today but long-term as well. Our people are the driving force behind everything we achieve. Their passion, purpose, and pursuit of innovation empower us to deliver cutting-edge solutions that support those we serve, ensuring we are here for you, here for good and striving for better.

We’re a forward-thinking company energized by our work and how we show up for one another. Our culture is built on meaningful impact and genuine enjoyment, because we believe great work and great experiences should go hand in hand.

By offering career development opportunities, comprehensive benefits, and programs that support your wellbeing, we help you thrive personally and professionally. We are here for you, here for good and here for better.

Join a team that’s transforming how customers experience life insurance.

The Direct Business Case Manager oversees life insurance applications from start to finish across online and direct-to-consumer channels. This role ensures each case is processed accurately and efficiently—from submission through approval and activation—while supporting a strong customer experience.

Acting as both a case manager and licensed resource, you help keep applications on track, collaborate across teams to reduce delays, and identify opportunities to better meet customer needs and support business growth.

Responsibilities

1. End-to-End Case Management

Own the full lifecycle of Direct to Consumer (D2C) life insurance applications—from submission through underwriting, policy issue, and activation. Ensure policies are processed accurately, compliantly, and within established SLAs.

Act as the internal case expert by:

• Reviewing and validating new applications
• Coordinating underwriting requirements and follow-ups
• Managing policy issuance and placement
• Supporting reinstatements and resolving billing or banking issues
• Ensure timely progression and resolution of all cases across D2C channels.

2. Customer Communication & Product Guidance

Communicate underwriting decisions clearly and professionally to customers via phone and email. Explain outcomes, re-rates, and alternatives, while guiding customers toward appropriate solutions aligned with compliance and suitability standards.

Maintain strong knowledge of life insurance products, underwriting considerations, and available riders.

Effectively communicate product options and recommendations to customers and internal stakeholders.

3. Pipeline Management & SLA Performance

Monitor and manage pipelines to meet productivity, accuracy, and cycle-time goals by:

• Tracking inbound submissions and case statuses
• Identifying and resolving bottlenecks
• Escalating issues across underwriting, IT, and operations as needed
• Investigate and resolve customer concerns, ensuring accuracy and completeness of application data.
• Maintain proper documentation of all interactions, statuses and follow-ups, disclosures, and case details within CRM systems.
• Drive operational efficiency and consistent SLA adherence.

4. Sales Support, Retention & Growth Initiatives

Support revenue growth and placement by:

• Providing revised quotes and alternative solutions
• Executing cross-sell and upsell strategies (coverage, riders, conversions)
• Proactively engaging with potential clients during the process.

5. Cross-Functional Collaboration

• Partner with underwriting, compliance, IT, policy issue, and call center teams to resolve case issues and ensure seamless processing.
• Address system errors, missing requirements, and integration challenges proactively.

6. Process Improvement & Compliance

• Support updates to workflows, procedures, and documentation to ensure alignment with regulatory, legal, and operational standards.

7. Training, Development & Team Support

• Assist in onboarding and training team members on workflows, systems, and best practices.
• Promote consistency and quality through ongoing feedback and collaboration.
• Participate in team meetings, pipeline reviews, and required training programs.
• Stay current on underwriting practices, compliance requirements, and system updates.

8. Additional Duties

Perform other responsibilities as assigned to support D2C operations and business objectives.

Qualifications

What You Bring

Education

• High school diploma or equivalent required
• Must obtain Life & Health Producer License within 30 days

Experience

• Minimum 3 years in case management, insurance operations, or equivalent customer-facing role
• Technical aptitude with experience in multi-platform operations
• Sales experience preferred
• Working knowledge of underwriting, medical terminology, or insurance preferred

Skills

• Strong communication, negotiation, and relationship-management skills
• Salesforce or other CRM proficiency
• Microsoft Office
• Ability to manage high-volume, fast-paced workflows
• Strong multitasking and prioritization abilities
• Ability to work collaboratively

What’s in it for you?

The expected hiring compensation range for this position is $55,200 - $65,000 annually. This is a hybrid opportunity working from 8:30 AM to 5PM EST.

The total compensation package for this position may include other elements, such as long term incentives and annual bonuses. This role is eligible to participate in the Annual Incentive Plan. The current target payment for the position is 3% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 10 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We’re big on professional development and we’ll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.