Relationship Case Manager - Floater, Highland Capital Brokerage

Be a part of the team behind our success! All financial services distribution companies are not created equal. Highland Capital Brokerage, a member company of Osaic, offers an unparalleled national team dedicated to supporting financial advisors who want to provide their clients with best-in-class life, annuity, and longevity planning.

Case Manager, Highland Capital Brokerage - Floater


The Case Manager Floater (Floater) position will be responsible for providing backup support to a National Team of Case managers during scheduled and unscheduled PTO and when team members need assistance with workloads. This role will require the case management of Life, LTC and DI applications submitted to the Life New Business Team. Routinely the Floater will manage covering multiple Team members at any given time and helping with additional tasks as required. In addition to facilitating prompt, accurate and relevant communications, they will serve as a liaison between Advisors, Institutional partners, vendors, Highland Capital Sales VPs, and Life Insurance carriers. The Floater will manage the business through placement, to include following process guidelines, reviewing applications for accuracy and completeness, ordering and managing requirements, communicating offers, adhering to Institutional Suitability and processing policies and delivery requirements.


  • Application Processing: Review Life Applications for completeness and notify Agents/FA’s and VPs of missing forms or information needed. This would include information unanswered on Applications, Forms, Questionnaires, Signatures and Agent Appointment.  
  • Verify that telephone/personal history interviews and inspection reports (where needed) have been ordered
  • Review exam and non-medical requirements included with the application to determine if risk class applied for is appropriate using Highland tools such as Healthy Analyzer
  • Have an understanding of the financial underwriting, i.e.  purpose of coverage, justifying amount applied for in relation to income, financial/insurable interest, affordability etc.
  • Order medical records (APS’s) as needed, using carrier underwriting guidelines or when instructed by our Internal Underwriting team for Informal cases. 
  • Responsible for ongoing APS follow-up with approved vendors or doctor's office directly and managing expectations for all parties
  • As a liaison, the Case Mgr. Floater is also responsible for communicating APS status updates when medical records are ordered by a Carrier partner.  
  • Reconcile outstanding pending requirements and requests for additional information with Agents, Sales VP and other stakeholders to set proper expectations, timelines, etc.
  • Order illustrations as needed working with our Sales Support team to ensure accuracy of the illustration in conjunction with the signed Application. Verify riders applied for and if 1035 exchange is involved, which may necessitate the need for additional requirements
  • Prepare transmittal or cover letter to send applications to carrier(s)
  • Use Paperclip for submitting and storing electronic files
  • Become familiar with how to do business in Referral Model institutional accounts
  • Utilize web-based agency management system to track case activity
  • Additional tasks as assigned

Monitoring and Communication:

  • Maintain correspondence with carriers and vendors by Email, Telephone and or memo
  • Notify Agents/FA’s and VP’s, of status throughout the process and bring in New Business Management for escalations. 
  • Ability to negotiate carrier offers where appropriate to ensure that optimal underwriting class is received.
  • Ability to explain and “sell” the competitive offer when approved other than applied for
  • Facilitating cases by deciphering the science and make the risk objective more understandable, with focus on the ease of doing business with Highland.
  • Work with internal underwriting resources as needed to properly position cases approved other than applied for. Rely on their expertise to help negotiate with life insurance carriers on Informal and Formal offers as needed based on impairment
  • Utilize data management systems per Highland Capital protocol to document and ensure accurate reporting, Status, Product, Rate Class and Premium.
  • Adhere to all Service Levels (SLA’s) to include scheduled follow up, Phone calls and Email in a timely manner 
  • Utilize data management systems per Highland Capital protocols to ensure accurate reporting

Education Requirements:

  • Minimum requirement is an Associates college degree
  • Industry designations or course completions are a plus (i.e., FLMI, ALU, NAILBA NCCM etc.)

Basic Requirements:

  • Minimum requirement is two + years Life Insurance New Business, General Agency or Life Insurance company experience.
  • Familiar with all Products lines to include UL, VUL, WL, Term, DI and LTC
  • Experience working with Electronic Processing, E-Application, E-Submission and E- Delivery and DocuSign
  • Basic knowledge of medical and/or financial underwriting terminology is a plus
  • Possess time management and organizational skills

Preferred Requirements:

  • Proficient with Microsoft Word, Excel, Outlook, and ability to work effectively within multiple web browsers and learn new technology as needed
  • Utilize web-based document management system (Paperclip) to organize, manage and securely transmit applications and case related documents to our carrier partners
  • Experience with iPipeline suite of products including Agency Integrator
  • Business writing skills – Intermediate level
  • Excellent communication skills, strong sense of accountability and follow through
  • Able to work pro-actively for best results
  • Work independently and as part of a virtual team
  • Able to work in a fast-paced environment and to adapt to change
  • Ability to multi-task effectively and focus despite interruption
Equal Opportunity Employer

Osaic 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 Osaic.

Unqualified Applications

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

Recruiting Agencies

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