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Toronto, Ontario, Canada
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual New Business Case Manager based in Canada.
This role is responsible for managing new business applications from initial submission through completion, providing high-touch support to producers throughout the process.
You’ll serve as a key point of contact, ensuring applications are complete, accurate, and progressing efficiently toward underwriting and policy issuance.
The position combines customer service, case management, administrative coordination, and problem-solving in a fast-paced environment.
You’ll communicate proactively with producers through phone, email, and digital channels, setting expectations and resolving issues along the way.
The role requires strong attention to detail and the ability to balance multiple cases, deadlines, and changing priorities.
You’ll also contribute to process improvements that enhance efficiency and the overall producer experience.
Bilingual English and Spanish communication skills are essential, particularly for phone and email interactions.
Manage assigned new business applications and certificates end to end, from application setup through completion and settlement, across multiple lines of business.
Answer inbound service calls in English and Spanish, identify customer or producer needs, and provide timely support with a focus on resolving issues during the initial interaction.
Review applications, documentation, and initial premium payment arrangements for completeness and accuracy, following up proactively on missing or incomplete information.
Gather, process, and enter information required for underwriting decisions, coordinate certificate issuance and delivery requirements, and keep producers informed of progress.
Act as the primary coordinator throughout the new business workflow, managing expectations through phone, email, and portal communications.
Track and resolve outstanding documentation and delivery requirements, including replacements, 90-day changes, identity verification, cancellations, reissues, and other policy changes.
Investigate and resolve producer or customer escalations, identifying root causes and recommending practical remediation or mitigation solutions.
Maintain accurate electronic records and archive case-specific documentation and communications.
Monitor performance against service and quality targets while maintaining a consistent, professional customer experience.
Identify opportunities to improve processes, documentation, and workflows, and provide constructive feedback to relevant stakeholders.
College diploma or equivalent relevant professional experience.
3–5 years of customer service, case management, insurance, financial services, or closely related experience.
Experience working with US life insurance applications is strongly relevant.
Strong knowledge of life insurance products, services, systems, processes, and applicable regulatory requirements.
Professional fluency in both English and Spanish, particularly for telephone and written customer interactions.
Excellent analytical, problem-solving, organizational, and time-management skills, with strong attention to detail.
Demonstrated ability to manage multiple priorities, meet tight deadlines, and maintain productivity in a fast-paced team environment.
Strong customer service and relationship-management skills, with the ability to build trust and rapport with producers and internal stakeholders.
Proven ability to independently manage escalations, investigate issues, identify root causes, and develop appropriate solutions.
Results-oriented approach with experience meeting service-level, quality, customer satisfaction, and productivity targets.
Ability to communicate clearly and professionally, including providing constructive feedback and recommendations for process improvements.
Ability to adapt to changing priorities, workflows, and business demands.
Willingness and availability to work rotating shifts within established operating hours, including US and Canadian statutory holidays when required.
Industry education or certification such as LOMA or NAILBA is an asset.
Salary range of $50,000–$65,000 CAD annually, with the actual base salary determined by relevant skills, experience, and education.
Eligibility to participate in a discretionary variable incentive plan based on individual and organizational performance.
Fully remote work arrangement within Canada.
Opportunity to work in a customer-focused, collaborative environment within the life insurance and financial services sector.
Exposure to new business operations, underwriting workflows, policy administration, and producer relationship management.
Opportunities to contribute ideas and improvements that enhance processes and customer experience.
Commitment to an inclusive, diverse, equitable, and accessible workplace.
Accommodations available throughout the recruitment process for candidates who require them.
