Case Manager chez OneAmerica Financial

At OneAmerica Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship.  We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together.  Come be a part of this journey with us as we champion lives!

The Case Manager is a critical role within the team, supporting the smooth and efficient progression of cases through the New Business and Underwriting processes. This role is foundational in case management, with a strong focus on transactional tasks, ensuring that cases are handled in a timely and accurate manner. This role is vital for maintaining streamlined operations by working in tangent with other team members while ensuring that the customer experience is positive throughout the life of the New Business application.

What you will do:

• Respond to customer inquiries and offer fundamental support to field partners
• Triage issues and inquiries by directing customers to the appropriate teams/departments
• Perform adjustments
• Escalate claim issues with minimal leadership consultation and manage escalated calls
• Review and update vendor related sites
• Manage day-to-day case tasks, ensuring all actions required for timely and accurate case progression are completed in alignment with New Business and Underwriting processes.
• Adhere to phone metrics such as average handle time and availability.
• Maintain return email and phone correspondence, daily report items and weekly report items within defined Service Level Agreements.
• Ensure a smooth and efficient case flow by collaborating with multiple internal stakeholders to resolve issues or escalate complex concerns as needed.
• Maintain accurate case data and track progress to ensure that each case moves through the pipeline according to targeted service level agreements.

What you will need:

• College degree or work experience in lieu preferred (insurance, operations, call center or financial services).
  • High School Diploma required
• 2+ years of experience in customer service required.
• Requires self-accountability, strong attention to detail, and the ability to perform effectively in a fast-paced customer service environment with high volumes.
• Professional written & verbal communication skills and the ability to collaborate with internal stakeholders. 
• Ability to meet/exceed established performance metrics, including case processing speed, communication effectiveness, and customer satisfaction.
• Proficient with Microsoft Office products.

Salary Band: 1A

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This selected candidate will be expected to work Hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in CA, IN or ME as business needs dictate or for team-building and collaboration.

If you are offered and accept this position, please be advised that OneAmerica Financial does not have any offices located in the State of New York and OneAmerica Financial associates are not permitted to work remotely in the State of New York. 

Disclaimer:  OneAmerica Financial is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

For all positions:

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica Financial, visit oneamerica.com/companies.