Case Manager - New Business

The Opportunity

The Case Manager, New Business manages the end-to-end new business process for Acumen Financial Advantage, LLC (AFA) — from initial application intake through policy issuance, delivery, and handoff to ongoing servicing. This role is the operational backbone of AFA’s new business pipeline, responsible for driving cases through underwriting with speed, accuracy, and a client experience that reflects AFA’s standards.

The Case Manager, New Business owns each case assigned to them: anticipating requirements before they become roadblocks, negotiating with carrier underwriters for favorable risk classifications, and ensuring that producers, clients, and internal teams always have a clear picture of where their cases stand. The role requires deep familiarity with life insurance carrier new business processes and the ability to manage a complex, multi-case pipeline without letting anything slip.

This role works closely with Case Design, Policy Service, and Client Success to support AFA’s SERP, executive-benefits, and advanced planning cases across multiple carriers.

What You'll Do

New Business Intake and Pipeline Management

●       Own all assigned cases from initial submission through policy issuance, delivery, and handoff — with accountability for pipeline movement at every stage.

●       Review applications, forms, and supplemental documents for completeness, accuracy, and carrier-specific requirements before submission.

●       Enter case data into carrier systems and CRM accurately and promptly; maintain notes, status updates, and activity logs throughout the case lifecycle.

●       Track all open cases against expected underwriting milestones; proactively identify cases at risk of delay and take action before issues escalate.

●       Manage a multi-carrier pipeline simultaneously, prioritizing to meet placement deadlines and client expectations.

Underwriting Coordination and Requirements

●       Order and follow up on all underwriting requirements: medical records, APS, financial justification letters, trust and LLC documentation, paramedical exams, third-party interviews, and attending physician statements.

●       Schedule and confirm paramedical exams and third-party interviews; send reminders and confirm completion.

●       Assemble complete underwriting case files — including cover letters, in-force coverage summaries, medical records, and financial information — for carrier submission.

●       Read and interpret APS and medical records to anticipate underwriting questions and support proactive communication with carriers.

●       Negotiate with carrier underwriters to obtain the best available risk classification; advocate for AFA clients within the bounds of the underwriting process.

●       Communicate daily with carrier new business and underwriting teams to accelerate case movement and resolve outstanding requirements.

Client, Producer, and Carrier Communication

●       Serve as the primary point of contact for case status across the full new business lifecycle: producers, clients, advisors, and carriers all route through this role.

●       Send regular, proactive written status updates to clients and producers — not just when asked, but on a cadence that keeps everyone informed.

●       Communicate requirements clearly, professionally, and early — giving clients and producers enough lead time to respond without creating unnecessary urgency.

●       Conduct client interviews (personal, medical, and avocation history) as needed to gather information required for application completion.

●       Escalate complex or sensitive issues appropriately and drive resolution without losing momentum on the case.

Policy Issuance, Delivery, and Placement

●       Review issued policies for accuracy; identify and correct errors with carriers before delivery.

●       Prepare policies for delivery and coordinate delivery requirement signatures from clients and producers.

●       Manage trust and LLC account setup where required, coordinating with advisors, clients, and carriers.

●       Coordinate funding with clients, producers, and carriers to place coverage in force.

●       Submit placement documentation and confirm that all delivery requirements are satisfied before closing the case.

●       Execute a clean handoff of placed cases to the Policy Service / Client Administration team, ensuring all records are complete and transfer of ongoing obligations is documented.

Quality, Compliance, and Documentation

●       Ensure all submissions and documentation meet state requirements, carrier guidelines, and AFA’s internal SOPs.

●       Maintain data accuracy across carrier systems and CRM; handle sensitive client and financial information with appropriate discretion and security.

●       Follow AFA’s SOPs for case movement, documentation standards, and service delivery.

●       Support reporting, tracking, and audit readiness as needed.

Operational Excellence

●       Identify opportunities to streamline new business workflows, reduce defects, and shorten cycle time from submission to placement.

●       Partner with Case Design and Operations to surface process gaps and contribute to solutions.

●       Build and maintain strong working relationships with carrier new business teams to facilitate faster, more favorable outcomes for AFA clients.

What You Bring

Required

●       3–5+ years of life insurance case management or new business experience, ideally at a brokerage, IMO/BGO, or advisory firm.

●       SIE and Series 99 (or within 90 days of hire)

●       Strong knowledge of life insurance products (UL, IUL, VUL, Whole Life, Term) and carrier new business processes.

●       Demonstrated experience managing multi-carrier pipelines from submission through placement.

●       Ability to read and interpret APS and medical records, with general medical knowledge sufficient to anticipate underwriting questions.

●       Exceptional attention to detail and ability to manage multiple cases simultaneously without losing track of requirements or milestones.

●       Strong written and verbal communication skills; comfortable communicating status and requirements to clients, producers, and carriers in a professional and timely manner.

●       High comfort level with remote collaboration tools and CRM systems.

Preferred

●       Executive-benefits, SERP, split-dollar, or COLI/BOLI case experience.

●       Experience working with carriers such as Pacific Life, Penn Mutual, Nationwide, Principal, AIG, Lincoln, and similar.

●       LOMA ACS coursework or equivalent insurance operations training.

●       Experience negotiating risk classifications with carrier underwriters.