Be a part of the team behind our success! At Advisor Group, we support financial professionals nationwide, the people who help everyday Americans achieve their dreams. We're a billion-dollar business with the mentality and drive of a startup. Join us in building something special.

Highland Capital Brokerage Operations Opportunity

Annuity Case Manager, Highland Capital Brokerage

Location(s): Birmingham, AL/Remote

Role Type: Full time

Summary:

This position is responsible for all the post-sale service including new business application processing and case management. This position will be responsible for creating a professional and effective experience with both our brokers and our carriers.

Responsibilities:

• Process all new business - includes but not limited to checking paperwork for accuracy, reviewing the application for suitability, communicating to advisors any outstanding requirements, entering the application into the HCB System and submitting the paperwork to the carrier.
• Track all pending cases with carriers to make sure that there are no missing requirements, any new documents required, or signatures needed. Effectively communicate this information to the advisor.
• Track all pending transfers with carriers to make sure that the replacing carrier has not requested any new documents or signatures and communicate to the advisor the anticipated transfer time period.
• Communicate status updates verbally and electronically using the case memos via Highland System.
• Handle inquiries and process any requests after the policy has been issued including but not limited to ensuring contract delivery, policy delivery receipt signed and returned to the carrier, additional deposits, withdrawal requests, etc.
• Follow the New Business Guidelines to ensure the proper status and requirements are used

throughout the case management process.

• Adhere to set KPIs maintaining an IGO accuracy rate of 95% or higher.
• Adhere to all SLAs by setting appropriate follow-up dates on cases, responding to emails/phone calls/voicemails within the set timeframes, and ensuring we met the monthly cycle time goal of 25 days.
• Perform file management including maintaining all paperwork electronically in Paperclip.
• Handle inquiries from employees and advisors on forms, application processes and general case management status.
• Act as a liaison between the advisors and carriers.
• Provide courteous, accurate, and responsive customer service by phone, email, and fax to advisors, internal wholesalers, sales vice presidents, and other parties.
• Meet or exceed established department and company goals related to quality assurance, customer satisfaction, outreach and performance.
• Communicate effectively with other departments, field office staff and carriers as needed by providing information and pro-active updates.
• Maintain quality review for all work processed.
• Engage in continuing professional development opportunities.
• All other duties as assigned.

Education Requirements:

• H.S. Diploma or equivalent (GED) Required

Preferred Requirements:

• The successful candidate will preferably have experience in the Annuity/life insurance, banking, or brokerage industry.

Skills:

• Knowledgeable in Microsoft Office product.
• Positive and professional attitude.
• Highly detail oriented with a high level of accuracy in work.
• Drive for results and a proven track record of delivering results.
• Excellent problem-solving skills with the ability to determine root causes and determine corrective action.
• Excellent oral and written communication, problem solving and prioritization skills.
• Strong organizational and multitasking skills.