Crump Roofing

Client Services Representative

• 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
• Conducts performance and salary reviews
• Assigns team workload and coordinates staffing needs
• Prioritizes and balances on-going case management workload among staff
• Provides and/or oversees case management on-boarding and training
• Responsible for on-going educational and career development of existing staff
• 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
• 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
• 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

Supervisor, Client Services

Underwriter

• Responsible for the evaluation and placement of insurance risks for the purpose of determining the best product/premium solution
• Typically manages larger, more complex cases
• Maintains primary ownership of cases during the underwriting process
• Responsible for setting agent/advisor expectations appropriately
• Provides an exceptional service experience throughout the process
• Researches additional, complex insurance options as needed
• Acts as a partner with sales and producers to formulate the best solution for the proposed insured
• Negotiates to secure the most competitive offer for placement of policy with the appropriate carrier
• Assesses risk and negotiates cases with producers and carriers
• Conducts regular proactive case follow-ups via phone and email
• Organizes and prioritizes workload to ensure case is processed in a timely manner
• Prepares or reviews underwriting summaries for carrier review
• Represent company at industry conferences and events
• Provides on-going underwriting training to junior staff underwriters and concierge
• Carries a caseload of 125-175 larger and more complex cases

Underwriting Case Manager

Designer

• Provide life insurance producers with specific advanced planning and illustration support to generate life insurance sales
• Understanding advanced estate and business planning concepts
• Conduct case design, and developing advanced planning marketing tools
• Present planning concepts
• Conduct advanced sales case design
• Perform advanced case research and development
• Fully understand client life needs – income protection, estate planning, replacement
• Review available approved products per wirehouse and select carriers, products, and design that are best for the client
• Creation of advanced sales marketing tools
• Prepare sales presentation, including obtaining compliance approval from financial institution
• Act as a liaison between financial institutions, agents and carrier home offices to facilitate sales
• Support the sale of carrier specific and Crump proprietary advanced sales deliverables
• Maintain in-depth knowledge of approved carriers & products by financial institution, including new products, product changes, transitions, repricing, limitations, riders, etc.
• Effectively communicate on a regular basis with sales team, carrier wholesalers, internal sales desks, and case managers, to ensure open communication on product, changes, etc.

Supervisor, Client Services

Underwriting Case Manager

Advanced Case Designer