Relationship Manager

At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live. As a recognized market leader of term life insurance, we're working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

The Relationship Manager will establish and maintain strong working relationships with our agencies, partners and internal professionals to create an unparalleled customer experience by partnering with a team of dedicated Underwriters and Case Managers to deliver timely and proactive service on all pending life insurance applications. Help coordinate a virtual team across Operations with the aim of continually improving our service to external sales partners and customers and increasing our operational efficiency.

Deliver exceptional customer service, keeping the customer at the heart of everything we do.
• Serve as primary point of contact within customer facing teams, facilitated by building strong and lasting relationships with our internal sales team as well as our agencies and partners.
• Function as liaison between the agency/partners and team of internal staff working on their assigned partners, which will require regular, proactive communication, work distribution and constant assessment of needs for additional agency training or presentations.
• Handle escalations, although the goal is to minimize these from occurring by identifying and preemptively working through case challenges that may arise. Fully resolve escalated service issues, perform root cause analysis, communicate resolution on issues and take actions toward service recovery.
• Take ownership of entire process, becoming an expert in the handling of all pending business, while constantly looking for ways to improve case handling and customer experience, including cycle time and placement ratio.
• Understand the operational needs of different agencies/partners to successfully drive the workflow to the team of underwriters and case managers, actively prioritizing the work and monitoring outcomes.
• Provide oversight and guidance of service providers and vendors and appropriate feedback based on key metrics and service level results.
• Provide accurate, prompt and professional service to all inquiries received by phone or in writing, minimizing referrals to the underwriter, while maintaining departmental standards and time service standards.
• Correspond effectively and professionally with internal staff, vendors, and other Administrative Service departments to assist in resolving problems, expedite business, and/or escalate for further resolution.
• Effectively communicate New Business policies, procedures, and guidelines to internal and external customers.
• Ensure accurate and timely completion of reports including by not limited to task completion (i.e. productivity), time cards, and other goals and objectives as assigned.
• Process all other duties as assigned by department management.

Education

Bachelor's Degree in Marketing, Business or Communications
LOMA 281, LOMA 291 and ACS 100 are preferred

ALU coursework preferred

Experience/Knowledge

Basic knowledge of medical conditions and terminology, underwriting experience preferred

5+ years experience in a customer service related position

3+ years experience in Life, Property and Casualty or Health experience preferred

What's in it for you?

The expected hiring compensation range for this position is $65,000 - $89,375 annually.

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses. This role is eligible to participate in the Legal & General America Annual Incentive Plan. The current target payment for the position is 8% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 15 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We're big on professional development and we'll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

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