Why Crump?

We understand that our teammates are more alike than we are different and that we are One Crump. Supported by leading technology tools and a collaborative work model, we empower our people to serve clients and support each other. Strong brands are built through consistent delivery of a company’s value proposition – for both its employees and its customers.

At Crump, we believe in investing in the teammates who work for us, supporting the business goals of the myriad professionals who work with us so they can best meet their clients’ needs, and bettering the communities that house our teammates. These beliefs have allowed Crump to maintain our standing as an industry top performer, not only as measured by sales results but, more importantly, by consistent customer and employee satisfaction and retention.

Job Summary

Responsible for the supervision of a staff of Case Managers. Establishes individual and team priorities, monitors workflow and customer service efforts of staff. Works with internal departments, including Underwriting and Sales, to ensure overall customer satisfaction to meet departmental quotas and business objectives. Makes or recommends employment, termination, and performance improvement plans, and conducts performance and salary reviews.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Assigns team workload and coordinates staffing needs to ensure cases are processed, issued, and placed in a timely manner while managing customer expectations and satisfaction.
• Prioritizes and balances on-going case management workload among staff to maintain service standards
• Provides and/or oversees case management on-boarding and training
• Responsible for on-going educational and career development of existing staff to include problem/conflict resolution, global knowledge of case processing, and accomplishment of personal objectives
• Act as key escalation point for case level concerns
• Performs regular audits to ensure cases are processed effectively and service standards are met. Meet with staff regularly to review audit results and coach accordingly.
• Work with carriers, producers, sales staff and any other internal staff to respond and resolve escalated case management Client Services issues
• Understands client contractual arrangements to best manage account relationships
• Actively involved in case management responsibilities on unique, large, and/or complex cases in an effort to aggressively move the case to completion.
• Manage the hiring process to include screening potential candidates and conducting interviews. Work with VP to maintain overall staffing levels.
• Makes or recommends termination, and performance improvement plans, and conducts performance and salary reviews
• Leading regularly scheduled meetings with staff to review sales goals, priority cases, provide general updates and information, and identify opportunities for improvement in process.
• Participate and/or facilitate regularly occurring meetings with sales counterparts to help drive business.
• Review weekly customer satisfaction surveys and call on any applicable cards. Provide Manager and Sales VP with a summary of calls and take-aways

QUALIFICATIONS

Required Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Effective interpersonal and written communication skills
• Ability to provide excellent customer service to both internal and external customers
• Effective time management skills
• Ability to prioritize and accomplish multiple tasks simultaneously
• Capable of working independently as well as in a team environment
• Ability to work in a self-directed fashion
• Experience with PCs in a Windows environment
• Four-year college degree in business or a related field or equivalent combination of education and relevant experience
• Ability to work without close supervision and to exercise independent judgment and problem solving in a professional area
• Demonstrated time management and organizational skills11. Strong attention to detail and accuracy
• Ability to communicate precisely and professionally in both verbal and written communication with internal and external customers alike
• Ability to react to change in a productive and positive manner
• Ability and willingness to support team to accomplish team goals
• One year of experience as Senior Case Manager
• Proven leadership ability (credibility with carriers, peers, trust, process review to get things accomplished, using resources effectively)
• Solid interdepartmental, carrier, and external customer relationships
• High level understanding of all Crump internal departments and how they relate to case management process

 

What AmeriLife Offers

A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

Equal Employment Opportunity Statement

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law. We are committed to providing an inclusive, equitable, and respectful workplace where all employees can thrive.

 

Americans with Disabilities Act (ADA) Statement

We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially. If you require assistance or accommodation during the application process, please contact us at HR@AmeriLife.com.

 

Pay Transparency Statement

We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Compensation for this role will be determined based on skills, qualifications, experience, and market factors. Where required by law, the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about, discussing, or disclosing their pay or the pay of another employee or applicant, as protected under applicable law. Pay ranges are available upon request.

 

Background Screening Statement

Employment offers are contingent upon the successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job-related inquiries, as permitted by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. If any adverse decision is made based on the results, applicants will be notified and given an opportunity to respond.