Job type full-time
Full job description
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Regular or temporary:
Language fluency: english (required)
1st shift (united states of america)
Please review the following job description:
Responsible for the supervision of a staff of case managersEstablishes individual and team priorities, monitors workflow and customer service efforts of staffWorks with internal departments, including underwriting and sales, to ensure overall customer satisfaction to meet departmental quotas and business objectivesMakes or recommends employment, termination, and performance improvement plans, and conducts performance and salary reviews.
Essential duties and responsibilities:
Following is a summary of the essential functions for this jobOther duties may be performed, both major and minor, which are not mentioned belowSpecific activities may change from time to time.
1Assigns team workload and coordinates staffing needs to ensure cases are processed, issued, and placed in a timely manner while managing customer expectations and satisfaction.
2Prioritizes and balances on-going case management workload among staff to maintain service standards
3Provides and/or oversees case management on-boarding and training
4Responsible 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
5Act as key escalation point for case level concerns
6Performs regular audits to ensure cases are processed effectively and service standards are metMeet with staff regularly to review audit results and coach accordingly.
7Work with carriers, producers, sales staff and any other internal staff to respond and resolve escalated case management client services issues
8Understands client contractual arrangements to best manage account relationships
9Actively involved in case management responsibilities on unique, large, and/or complex cases in an effort to aggressively move the case to completion.
10Manage the hiring process to include screening potential candidates and conducting interviewsWork with vp to maintain overall staffing levels• makes or recommends termination, and performance improvement plans, and conducts performance and salary reviews
11Leading regularly scheduled meetings with staff to review sales goals, priority cases, provide general updates and information, and identify opportunities for improvement in process.
12Participate and/or facilitate regularly occurring meetings with sales counterparts to help drive business.
13Review weekly customer satisfaction surveys and call on any applicable cardsProvide manager and sales vp with a summary of calls and take-always.
Required skills and competencies:
The requirements listed below are representative of the knowledge, skill and/or ability requiredReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1Effective interpersonal and written communication skills
2Ability to provide excellent customer service to both internal and external customers
3Effective time management skills
4Ability to prioritize and accomplish multiple tasks simultaneously
5Capable of working independently as well as in a team environment
6Ability to work in a self-directed fashion
7Experience with pc`s in a windows environment
8Four year college degree in business or a related field or equivalent combination of education and relevant experience
9Ability to work without close supervision and to exercise independent judgment and problem solving in a professional area
10Demonstrated time management and organizational skills
11Strong attention to detail and accuracy
12Ability to communicate precisely and professionally in both verbal and written communication with internal and external customers alike
13Ability to react to change in a productive and positive manner
14Ability and willingness to support team to accomplish team goals
15Minimum 1 year experience as senior case manager
16Proven leadership ability (credibility with carriers, peers, trust, process review to get things accomplished, using resources effectively)
17Solid interdepartmental, carrier, and external customer relationships
18High level understanding of all crump internal departments and how they relate to case management process
Truist supports a diverse workforce and is an equal opportunity employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by lawDrug free workplace.
Thank you for your interest in truist! bb&t and suntrust have come together in a transformational merger of equals to create truist, the premier financial organization in the countryYou may notice references to our legacy company names, bb&t and suntrust, in places throughout this siteAll such references should be understood to refer to truist moving forward while we continue to transition to the truist name.
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