New Business Case Manager

Purpose of role: The New Business Case Manager is responsible for the complete end-to-end processing of all new business applications to support producers. This position will require high touch service, relationship management skills and will be important for the Case Manager to maintain consistent and positive customer relationships, including handling escalations.

Key Responsibilities

- Answer inbound customer service related calls regarding all aspects of Foresters Financial new business activities.
- Proficiently determine the needs of the caller, provide support and timely resolution in an effort to achieve one-call resolution.
- Take ownership of the case management process in a way that is seamless to the producer.
- Review and ensure completeness and accuracy of new business applications and initial premium payment arrangements while keeping the producer informed about progress.
- Gather, process, and enter information needed for underwriting decision, coordinate certificate issue and delivery requirements while keeping the producer informed.
- Proactively manage producer expectations regarding service requests through effective communication (phone, email, portal comments) and act as coordinator for navigating through the new business workflow processes.
- Accountable for assigned applications/certificates (from all lines of business including replacements, 90‑day change and identity verification) from application set‑up to settlement.
- Review documentation/requirements for completeness, accuracy and action as required; manage the case follow‑up of documents for missing or incomplete information.
- Investigate,



process and track delivery requirements as required.
- Process policy changes within the established period of time (cancellations, replacement, reissues, 90‑day changes).
- Archive electronic documents (case‑specific emails from internal or external customers).
- Proactively recommend process improvements and efficiencies.

Key Qualifications

- Education (minimum required): college diploma or related work experience.
- 3‑5 years experience working in customer service and ability to collaborate with internal and external customers to find the best solution possible.
- Positive, enthusiastic, team‑oriented mindset and natural ability to organize and prioritize daily responsibilities.
- Excellent attention to detail and analytical skills.
- Results oriented and motivated to meet production targets on a daily basis.
- Demonstrated professional and customer service‑focused demeanor.
- Experience servicing U.S. life insurance applications.
- Industry education such as LOMA or NAILBA certification (preferred).
- Solid knowledge and expertise in the aligned departmental role; understanding of life insurance products, services, systems and regulatory requirements.




- Strong analytical and problem‑solving skills with ability to identify issues and present solutions.
- Ability to independently resolve customer/producer escalations and conduct root cause analysis, remediation, mitigation activities and solutions.
- Consistent achievement of high key performance indicators (customer satisfaction survey results, quality review results, digital adoption, and other service level measures).
- Approachable and capable of building rapport to earn producer’s trust and collaborate with customers and internal stakeholders.
- High quality customer service by staying knowledgeable of current guidelines and processes.
- Ability to provide constructive feedback to peers, leadership and internal stakeholders on continuous improvement.
- Flexible to changing priorities and work demands; able to work rotating shifts within the defined hours of operations and U.S./Canadian statutory holidays as required.
- Strong verbal and written communication skills.

Salary Range

$43,000.00 – $63,000.00. The actual base salary for this position will depend on several factors, including job‑related skills, experience, and education. Eligible employees may participate in a discretionary variable incentive plan. Results are subject to both individual and company performance.

Equal Opportunity Employment and Inclusion

Foresters Financial is committed to sustaining an equal opportunity environment for all job applicants. We welcome inclusion, diversity and equity as a core strategic objective. We strive to provide an accessible candidate experience for prospective employees with different abilities.

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📌 New Business Case Manager (Toronto)
🏢 Foresters Financial Services
📍 Toronto