Overview

New Business Case Manager

Job Type: Full-time
Salary: $50,000–$65,000 per year
Work Arrangement: Hybrid
Schedule: Rotating shifts, including coverage on U.S. and Canadian statutory holidays as required

About This Employment Chance

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 customer-focused and detail-oriented New Business Case Manager to manage the end-to-end processing of new business applications and provide high-quality support to producers and other stakeholders.

In this role, you will oversee applications from initial submission through underwriting, certificate issuance, delivery requirements, and case settlement. You will build and maintain positive working relationships, proactively communicate case updates, resolve service-related concerns, and ensure applications and supporting documentation are complete and accurate.

The ideal candidate has experience in customer service and life insurance operations, strong analytical and organizational skills, and the ability to manage competing priorities in a fast-paced environment.

Key Responsibilities

- Respond to inbound customer service calls 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 end-to-end 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 and coordinate certificate issuance and delivery requirements.
- Keep producers informed of case progress, outstanding requirements, and expected timelines through telephone, email, and portal communications.
- Manage assigned applications and certificates across all lines of business, including replacements, 90-day changes, and identity verification.
- Review supporting documentation and follow up on missing, incomplete, or inaccurate information.
- Investigate, process, and track delivery requirements and outstanding documentation.
- Process policy changes within established timelines, including cancellations, replacements, reissues, and 90-day changes.
- Maintain and archive electronic documentation, including case-specific correspondence with internal and external customers.
- Handle escalated inquiries professionally, investigate root causes, and identify appropriate resolutions and corrective actions.
- Maintain accurate records and comply with established procedures, product guidelines, and applicable regulatory requirements.
- Identify opportunities to improve processes, increase efficiency, and enhance the producer and customer experience.
- Monitor performance against established service standards, quality measures, customer satisfaction targets, and productivity expectations.

Qualifications and Requirements

- College diploma or equivalent relevant work experience.
- Three to five years of experience in customer service, case management, or a related role.
- Experience servicing U.S. life insurance applications.
- Strong understanding of life insurance products, services, systems, and applicable regulatory requirements.
- Demonstrated ability to review applications and supporting documents for accuracy, completeness, and compliance with established procedures.
- Excellent analytical, problem-solving, and decision-making skills, including the ability to investigate discrepancies and resolve escalated issues independently.
- Strong organizational and time management skills, with the ability to prioritize multiple cases and meet tight deadlines.
- Excellent verbal and written communication skills, particularly in telephone and email interactions.
- A customer-focused and professional approach,



with the ability to build rapport and maintain effective relationships with producers, customers, and internal stakeholders.
- Ability to work collaboratively in a fast-paced, team-oriented environment while meeting daily productivity and quality targets.
- Flexibility to accommodate changing priorities and rotating shifts, including U.S. and Canadian statutory holidays as required.
- A proactive approach to continuous improvement, with the ability to recommend process enhancements and communicate constructive feedback.

Preferred Qualifications

- Industry-related education or certifications, such as LOMA or NAILBA.
- Familiarity with life insurance new business workflows, underwriting requirements, policy administration, and certificate delivery processes.
- Experience managing customer or producer escalations and identifying practical solutions to service-related challenges.

Compensation and Employment Details

- Salary Range: $50,000–$65,000 per year.
- Work Arrangement: Hybrid.
- Schedule: Rotating shifts within established operating hours, including U.S. and Canadian statutory holidays as required.
- Additional Compensation: Eligible employees may participate in a discretionary variable incentive plan, with results subject to individual and company performance.

The actual base salary offered will depend on several factors, including relevant skills, experience, education, and job-related qualifications.

How to Apply

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

Please highlight your relevant customer service experience, life insurance knowledge, case management capabilities, and experience handling applications, documentation, and customer or producer inquiries.

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

Benefits:

- Flexible schedule

Work Location: Hybrid remote in Toronto, ON (Toronto District)

📌 New Business Case Manager (Toronto)
🏢 The Career Foundation
📍 Toronto