Bilingual New Business Case Manager (English/Spanish)

Job Type: Full-time
Salary Range: $50,000–$65,000 per year
Location: Remote – Canada
Work Arrangement: Fully remote
Schedule: Rotating shifts, including U.S. and Canadian statutory holidays as required

About This Employment Opportunity

The Career Foundation is facilitating recruitment for this position on behalf of an external employer. The employer partner provides the job information and is responsible for its accuracy, any subsequent changes, compensation, employment terms and conditions, and all final hiring decisions.

About Your Application and Our Services

By applying to this job posting, you consent to The Career Foundation collecting and using your personal information to evaluate your application for this position and to communicate with you regarding other employment opportunities, as well as no-cost employment-related services and supports that may assist you in achieving your employment goals, including job search assistance, career coaching, workshops, training opportunities, and other employment programs and services offered by The Career Foundation. Please note that, although we may contact you for the purposes described above, your participation in any such services or programs is entirely voluntary.

Job Overview

Our employer partner is seeking a highly organized, customer-focused, and bilingual New Business Case Manager (English/Spanish) to manage the end-to-end processing of new business life insurance applications.

This fully remote position is ideal for a professional with experience in customer service, life insurance operations, and case management who can communicate effectively in both English and Spanish. The successful candidate will support producers throughout the application process, coordinate underwriting and certificate issuance requirements, resolve inquiries and escalations, and ensure a smooth and positive customer experience.

The ideal candidate is detail-oriented, proactive, and comfortable managing multiple priorities in a fast-paced environment while meeting established service and productivity targets.

Key Responsibilities

- Respond to inbound customer service calls in English and Spanish regarding new business applications and related activities.
- Identify caller needs, provide accurate information, and resolve inquiries promptly, aiming for first-call resolution whenever possible.
- Manage the complete case processing workflow, ensuring a seamless experience for producers.




- Review new business applications and initial premium payment arrangements for completeness and accuracy.
- Gather, process, and enter information required for underwriting decisions.
- Coordinate certificate issuance, delivery requirements, and outstanding documentation while keeping producers informed of case progress.
- Manage assigned applications and certificates across all lines of business, including replacements, 90-day changes, and identity verification.
- Review supporting documentation for completeness and accuracy and follow up on missing or incomplete information.
- Investigate, process, and track delivery requirements and outstanding documents.
- Process policy changes within established timelines, including cancellations, replacements, reissues, and 90-day changes.
- Maintain and archive electronic records, including case-specific correspondence with internal and external customers.
- Handle customer and producer escalations professionally, investigate root causes, and identify appropriate resolutions.
- Maintain current knowledge of life insurance products, procedures, systems, and applicable regulatory requirements.
- Monitor performance against established customer satisfaction, quality, digital adoption, and productivity targets.
- Identify and recommend process improvements to increase efficiency and enhance the producer and customer experience.
- Collaborate with internal teams and external stakeholders to resolve issues and meet service commitments.

Qualifications and Requirements

- College diploma or equivalent relevant work experience.
- Three to five years of experience in customer service or a related field.
- Fluency in both English and Spanish, particularly in professional telephone and email communications.
- Experience servicing U.S. life insurance applications.
- Strong understanding of life insurance products, services, systems, and regulatory requirements.
- Excellent analytical and problem-solving skills, including the ability to identify discrepancies and recommend practical solutions.
- Demonstrated ability to manage customer or producer escalations independently.




- Strong attention to detail and accuracy when reviewing applications and supporting documentation.
- Excellent organizational and time management skills, with the ability to prioritize competing tasks and meet tight deadlines.
- Robust written and verbal communication skills.
- A professional, approachable, and customer-focused demeanor.
- Ability to build and maintain positive relationships with producers, customers, and internal stakeholders.
- Demonstrated ability to meet service-level agreements, quality standards, customer satisfaction measures, and productivity targets.
- A proactive approach to process improvement and constructive feedback.
- Flexibility to accommodate changing priorities and rotating shifts, including U.S. and Canadian statutory holidays as required.

Preferred Qualifications

- Industry-related education or certifications, such as LOMA or NAILBA.
- Experience in life insurance new business processing, underwriting coordination, policy administration, or certificate delivery.
- Experience investigating service issues and implementing solutions to improve customer and producer satisfaction.

Compensation and Employment Details

- Salary: $50,000–$65,000 per year.
- Employment Type: Full-time.
- Location: Remote – Canada.
- Schedule: Rotating shifts within established operating hours, including U.S. and Canadian statutory holidays as required.

How to Apply

Interested and qualified candidates are encouraged to submit their updated resumes for consideration.

Please highlight your English and Spanish language proficiency, customer service experience, life insurance knowledge, and relevant case management or application processing experience.

This employer partner is an equal-opportunity employer. We thank all candidates for their interest; however, only those selected will be contacted for an interview.

About The Career Foundation

The Career Foundation is a dynamic non-profit organization that offers a wide range of employment, training, and workforce development services to job seekers and employers. Operating since 1988 and now serving thousands of people annually, our no-cost services include job search assistance, career coaching, workshops, training opportunities, and other employment-related programs and supports designed to help job seekers and employers achieve their goals.

For more information, visit www.CareerFoundation.com.

Pay: $50,000.00-$65,000.00 per year

Work Location: Remote

📌 Bilingual New Business Case Manager (English/Spanish) (Ontario)
🏢 The Career Foundation
📍 Ontario