Job Description
The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
In this role, you’ll serve as a subject matter expert and team lead within our Case Management department. You will be supporting daily operations, mentoring team members, and driving process improvements that enhance the customer experience. You’ll play a key role in ensuring high-quality outcomes by resolving complex issues, supporting team performance, and partnering with leadership to optimize workflows. If you enjoy coaching others, solving complex problems, and influencing how work gets done, this is a great opportunity to grow your career.
Job Duties:
- Serve as a trusted subject matter expert and go-to resource for complex case management processes, systems, and escalated issues
- Train, coach, and mentor team members to build capability, improve performance, and ensure consistency in how work is executed
- Lead quality and compliance audits, identifying trends, providing actionable feedback, and driving continuous improvement across the team
- Monitor and actively manage team workflow, balancing workloads and resolving bottlenecks to meet service and productivity goals
- Act as a primary escalation point for high-profile or complex cases, conducting research and facilitating resolution across teams
- Partner closely with leadership to identify process gaps, recommend improvements, and help implement solutions that enhance efficiency and customer outcomes
- Develop and maintain training materials, job aids, and process documentation to support ongoing learning and knowledge sharing
- Support day-to-day operations by stepping in to process complex or priority transactions as needed to ensure team success
- Other duties as assigned
Qualifications:
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3+ years in case management, life insurance operations, or similar experience
- Experience serving as a mentor with exposure to auditing and providing feedback to processors and identifying process improvement opportunities
- Excellent customer service skills and the ability to quickly identify and respond to internal and external customer needs
- Comprehensive knowledge of life insurance products and distribution channels
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High attention to detail and strong commitment to quality and customer experience
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Strong problem-solving skills with the ability to navigate complex issues
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Employee Benefits:
We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Accommodations for Applicants with a Disability
If you require an accommodation to complete the application and recruitment process due to a disability, please email eric.hess@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.
