Case Manager, Highland Capital Brokerage

Highland Capital Opportunity in Operations

Case Manager, Highland Capital Brokerage

Location:  12700 W. Bluemound Rd, Suite 100, Elm Grove, WI  53122

Type:  Full-time (onsite)


We are seeking a Case Manager to join the team within Highland Capital Brokerage, a member of Advisor Group.  This position is responsible for the case management of life applications assigned to the Traditional processing team.  The candidate will manage and facilitate timely, accurate, and relevant communications between FAs/Agents, vendors, Highland Capital SVPs, and Life Insurance carriers on pending cases (both formal & informal). Position requires the ability to autonomously and analytically combine medical, financial, reinsurance and general life insurance expertise on top of the mechanics of managing a case, facilitating the case by deciphering the science and making the risk objective more understandable. Case management duties include reviewing applications for completeness, ordering and managing requirements through policy issue, and managing requirements for policy placement.


Application Processing:

  • Review applications for completeness and notify FAs/Agents and VPs of missing forms or information needed
  • Order medical records as needed and complete any required follow-ups with APS provider
  • Review exam and medical records to ensure all appropriate medical records have been ordered and review any non-medical requirements included with the application to determine if risk class applied for is appropriate
  • Work with our Sales Support team as needed to ensure accuracy of the illustration in conjunction with the signed Application received. Verify riders applied for and if 1035X is involved, which may necessitate the need for additional requirements
  • Utilize web-based agency management system to track case activity, noting ongoing communications with all involved parties to include agents, field Reps, carrier partners     
  • Utilize web-based document management system to organize, manage and securely transmit applications and all case related documents to our carrier partners
  • Advocate and negotiate with life insurance carriers on Informal and Formal offers while facilitating the case by deciphering the science and making the risk objective more understandable 

Monitoring and Communication:

  • Maintain correspondence with carriers and vendors by email, telephone, fax, or letter
  • Utilize data management systems per Highland Capital protocols to ensure accurate reporting
  • Reconcile outstanding pending requirements and requests for additional information with Agents, Sales VPs, and others to set proper expectations, timelines, etc.
  • Work with internal underwriting resources as needed to properly position cases
  • Evaluate underwriting evidence and provide guidance on cases approved other than applied for.  Negotiate carrier offers where appropriate to ensure that optimal underwriting class is being received
  • Other duties as assigned

Education Requirements:

  • Bachelor’s Degree Preferred, H.S. Diploma or GED certificate + Significant Practical Experience will be considered

Basic Requirements:

  • 3+ years brokerage New Business or Life Insurance company experience is required
  • Prior knowledge of medical and/or financial underwriting terminology is a plus
  • Understanding the risks and ultimate objectives for policy placement, which is defined by the carrier underwriter/risk evaluation.  Possess technical knowledge and the ability to make the carrier underwriters see what is critical for the success of the case
  • Proficient with Microsoft Word, Excel, Outlook, and Internet Explorer, including carrier and vendor websites
  • Capability to work effectively within multiple web browsers
  • Business writing skills – Intermediate level
  • Able to learn new technology as needed
  • Strong written and verbal communication and customer service skills
  • Ability to work independently, take initiative, exhibit creative thinking, and take ownership of cases
  • Form Relationships with carrier underwriters and is the "face" of HCB in representing the VPs and FAs/Agents
  • Able to work effectively in a virtual team environment
  • Capacity to multi-task and excel in a dynamic, fast-pace environment and adapt to change
  • Concentration despite interruption
  • Detail oriented
  • High degree of confidentiality

Preferred Requirements:

  • Industry designations (e.g. FLMI, ALU, CLU, ChFC, CFP, etc.) are a plus

Be A Part Of The Team Behind Our Success!

At Advisor Group, we support financial professionals across the nation, the people who help everyday Americans achieve their dreams. We’re a billion-dollar business with the mentality and drive of a startup. Join us in building something special.

Equal Opportunity Employer

Advisor Group is an equal opportunity employer. We celebrate diversity in our workplace and we hire the most qualified candidates without regard for age, ethnicity, gender, gender identity or expression, language differences, nationality or national origin, family or marital status, physical, mental, and developmental abilities (or the perception of a disability), genetic information, race, religion or belief, sexual orientation, skin color, social or economic class, education, work and behavioral styles, political affiliation, military service, caste, or any other characteristic protected by law.


Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Advisor Group.

Unqualified Applications

Advisor Group does not consider applications from candidates who do not meet the minimum qualifications stated in the job posting.

Recruiting Agencies

Advisor Group only accepts candidates from contracted recruiting firms and only for searches approved prior to submissions. Fees will not be paid for unsolicited submissions.